ComplaintsforGallagher

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband was involved in a ********* comp claim on 6/16/2022 under ESIS on July 1, 2022 his claim was transferred over to Gallagher Bassett and he was assigned to Senior Claims Manager *********************************. We didn't obtain ****'s claim number until the week of August 1, 2022 and the on-line claim information that he wasn't able to obtain any information regarding his claim. I called Corporate 8/11/2022 to have my complaint escalated and on 8/12 after weeks not hearing from *******, *****, or Gabe my husband receives a call he is denied benefits. I am livid as her tone and language was completely unprofessional and should be addressed. I am going to make this complaint go very high as no one should have to deal with this type of service. Unbelievable the treatment he received and know we have bills that have mounted because of this and he was out of work for 6 weeks with NO PAY!!!!!

  

  Business response

  08/23/2022

  Gallagher Bassett apologizes for any delays or inconvenience that your husband may have experienced during the handling of his claim.
  
  The claims administrative services for Mr. ***** employer changed from ESIS to Gallagher Bassett effective 7-1-22.  While the transfer took place at that time, Gallagher Bassett did not have full access to the claim material until 7-26-22.
  
  We do see where messages were left on 8-4-22 and 8-11-22.  The assigned claims ******* was able to speak with ************ on 8-12-22.  During that call, ************ was advised of his claims disposition.   Should ************ have any additional questions, please have him reach out to the Manager, ******************* at ************.

  Customer response

  08/23/2022

   
  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 thank you so much for such a quick response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company will not return my emails or phone calls, its been over a month since I last heard from them and two months since the incident took place. My daughter (a toddler) is part of a workers comp claim and I simply want an update on the case, mileage reimbursement, and to make sure bills are getting paid. Ive submitted everything they need multiple times to multiple people and yet still cant get replies back.

  

  Business response

  08/15/2022

  Gallagher Bassett has made contact with the ************ on 08/11/2022.  At which time we address all of her concerns and documented claim notes. Gallagher Bassett also called ************ on 8/12/22 to follow up to ensure all outstanding issues have been resolved, leaving a voicemail for any further inquiries.

  Customer response

  08/19/2022

   
  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

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/05/2022, I was sitting at a traffic light waiting for the light to change. A commercial vehicle turning in from the main road hit me. An insurance claim was filed with the companys carrier the following day on 07/06/2022. I was informed someone would follow up with me and contact my collision center to have the damages repaired. However, no one has reached to follow up with me regarding my claim. I have made several attempts (more than 5) to have an adjuster to reach out about the damages, but keep being dismissed and getting the run around about receiving a call back from the adjuster.

  

  Business response

  08/04/2022

  Unfortunately, the claim was originally reported as being associated with a client who no longer is handled by Gallagher Bassett on 7/6.  After an internal investigation, the correct client was identified and claim number 014819-000120-AD-01 was established. ********************* communicated the same to ******************** on 7/29.  ***** communicated with ******************** again on 8/2 and arranged for an appraiser to inspect her vehicle.  The completed estimate was received on 8/3 and shared with ********************.  A check for the damages in the amount of $3,080.63 was sent as well.  If the selected repair facility identifies additional damages, ******************** should notify the appraiser and ***** for a re-inspection. ***** also advised ******************** to contact her once a repair facility is located to discuss a rental vehicle. 

  Customer response

  08/09/2022

   
  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. Should there be any concerns regarding the agreement stated on the business end, I will reach back out in the future. I appreciate your assistance with getting this matter resolved. 
  
  Respectfully,
  
  *********************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am out of work on a worker compensation case and the company has not sent me my check for July 15th and I need to pay my bills. My workers compensation case number is 009773-068150-wc-01. I have called and sent email numerous times and no one is returning my calls. My lawyer has also called them and they don't answer. I am also due payment for July 31st and I'm afraid I won't get that payment either and my rent is due August 1st. I'm afraid I can't pay my bills and will be evicted. Please help me get my monies due. Thank you.

  

  Business response

  08/02/2022

  ***************, we apologize for the delay in responsiveness. On 7/28/2022; *************************, Branch Manager reached out to your legal counsel to confirm that two benefit checks have been issued; 7/15/2022 and 7/27/2022, as well as confirmation  that you have been placed on a repetitive payment schedule of biweekly checks. Based upon *** Workers Compensation regulations, we must direct all communications through your legal representative. If you should have further questions and/or concerns, please reach out to ***** at **********************************************, and she will ensure any additional questions/concerns are addressed. 

  Customer response

  08/03/2022

   
  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

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was injured at work on 5/5/2022 and immediately reported the incident to my supervisor. I required medical care and a worker's comp claim was opened for my case. I was placed on restricted duty on 5/9/22, but my employer was unable to allow me to return to work until I was cleared for full duty. I was therefore out of work from 5/5/2022 until being released for full duty on 6/9/22. I have not received any payments for this missed work. I have emailed my resolution manager several times- phone calls have been disconnected by the automatic answering service, and phone calls/voicemails/emails to my resolution manager have not been answered or returned. I have even attempted to contact Gallagher Bassett directly from their website multiple times due to a lack of response from my resolution manager and have received no response from the company. I have asked repeatedly if they need any additional information from me in order for my payment for missed work to be processed but I have received no reply. Essentially, I have not heard from them since the first week of my injury, and the financial burden from the missed work has been significant without the payment I am due from Worker's Comp.

  

  Business response

  06/30/2022

  Gallagher Bassett has made contact with the ************** on 06/29/2022.  At that time we answered all of her questions regarding benefits. Gallagher Bassett has provided ************** with the supervisors name,  phone number and email address for any further inquiries.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an vehicle accident on May 10 of ************************************************ the accident. I have been trying to get in contact with his insurance company for two weeks now on account of getting the progress of what the steps are on getting my car paid for and a loaner vehicle. I have talk to customer support many times to speak to the claims adjuster assigned to my claim. She has only talked to me maximum of three times. Which she called me after the fact of me making a complain against her to the customers support supervisor. I have still yet to get a hold of anyone that can help me with my claim not a supervisor or another claims adjuster. All I get is a voicemail and when I send emails they dont get replys til days later. I have been very patient on the matter but its has been ridiculous.

  

  Business response

  06/27/2022

  Gallagher Bassett apologizes for the delay and frustration in the initial communication on the file. Based on more recent communication, there appears to be improved response times with examples of correspondence via e-mail. 
  
  There was a delay in the resolution of this claim due to lien holder involvement.  The Resolution Manager has just been able to resolve that portion of the claim that has allowed the title to be released.  An e-mail communication was sent to ************* on 06/24/2022 with the release and other documents.  Once Gallagher Bassett receives the original title, POA and the release, a check will be sent to the claimant for the remaining amount of the settlement. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/10/22 I was crashed into by a semi-truck on my way home from work, on a city street. I reported a claim to the at fault drivers insurance company the following day (5/11/22) because they were closed on the 10th. That same day I got an email from *********************** who works for Gallagher Bassett Services, requesting a list of information which I then sent to her within the course of two days. Since then I have not received any follow up email or call regarding my claim. Ive called numerous times left about five voicemails to ****** and her office, emailed ****** at least four times requesting an update on my claim and have gotten no communication back. On Tuesday 6/7/22, I called ************** again to request any update or to speak to ****** and was told she was in the office but could not take a call. The front desk lady notified me that she note on my claim for ****** to give me a call back within 48 hours and it has been more than 48 hours and I not received a call or email yet. I called back again today 6/13/22, and after trying to get a hold of ******, the front desk lady transferred me to her supervisor which I was only able to get his voicemail. It has been more than a month since the crash and since I filed a claim. I need *********************** and her office Gallagher basset services to be held responsible to arrange for my car to get fixed. Claim #: 013108-002720

  

  Business response

  06/23/2022

  The GB adjuster *********************** has completed the coverage investigation for this loss.   Liability is still being investigated as this appears to be a driver vs driver scenario.  ************** made contact with claimant ********************************** on 6/17/2022 and provided a status of the claim.  Once liability has been determined, the claim can be moved towards final disposition.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 18, 2021, my son's (*********************) parked car was hit by the insured's taxi driver. My son had no knowledge of the accident until informed by myself due to the fact that the driver knocked on the front door to report it at which time she spoke with me. The accident was reported on Jan. 12, 2022. I was advised to call back the next day so the system can update and a claim# could be obtained. On Jan. 13, 2022, a claim# ************AD01 was obtained and ************************* name was given as Resolution Mgr. On Jan. 25, 2022, a follow up call was made at which time I spoke with *********************** who did a phone interview followed by an email to obtain any photos that I may have of the damages. Photos were sent via email to *** and **** Upon not hearing anything, another follow up email was sent. Fast forwarding to date despite numerous calls to *** and the company between months of January to date including having escalation notations there is still no resolution. The last call made to *** on Jun. 2, 2022, *** states she still is unable to make contact with the insured which is just absurd. It shouldn't take six months to contact your insured. On Jun. 8, 2022 I spoke with ***** at which time I requested to speak with ***'s supervisor. ***** advised me to allow up to forty eight hours for a call back. I was then transferred to the voicemail of *********. To date, I am still waiting for a phone call. By law this claim should have been settled within thirty days especially since the driver received three citations.Any help you can give me in expediting this long over due process I would be greatly appreciated.

  

  Business response

  06/17/2022

  Coverage is still under investigation. Contact has not been established with the insured to verify that the person driving the vehicle was a permissive user.  We have called and sent correspondence to the insured and are seeking assistance from the broker in an effort to resolve.  This claim has been reassigned to ************************* and her phone number is ************.
  Supervisor *************************** placed a call to ******************* on 6/17 and left her a voice mail apologizing for the delay and explaining that since the owner/driver on the police report are not our named insured, we cannot move forward without verifying coverage. ******** left her contact information, requested a call back and advised that we would be back in touch with her as soon as possible.  

  Customer response

  06/23/2022

   
  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 within a reasonable time period.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our vehicle in for tires at the ****** tire center in ******, ** on 4/24. The technician walked around the vehicle with my wife and noted any prior damage. The invoice notes curb rash on both right side wheels and no other damage. When the vehicle came out from the tire replacements, my wife immediately noticed white scratches on all 4 wheels that wasnt there prior. She immediately notified ****** without moving the vehicle and they filed a claim with their insurance which is Gallagher Bassett. We didnt hear from Gallagher Basset until 5/6 at which point they told us they were waiting on video from the ****** location. I called ****** and they said they had no request for video but sent it to them anyway. We then didnt get to speak with the adjuster again until 5/18 at which point we were told that they were only accepting liability on 50% of the 2 rear wheels. I have pointed out to the Supervisor, *****************************, that none of the damage was noted on the invoice from ****** and that we immediately notified them of the new damage. I also pointed out that the damage to all 4 wheels is the same (white scratches at the edge of the wheels). He keeps saying the damage isnt related to the service that ****** performed. He is also saying that the invoice may not accurately record prior damage. The technician walked around the vehicle with my wife prior to service and the vehicle came out with new damage to all 4 wheels. The damage is similar on all 4.

  

  Business response

  06/08/2022

  Gallagher Bassett has completed their investigation of the matter.  We thank **************** for his patience while we completed the last of the investigation.  As of 06/06/2022, we are in the process of negotiating a resolution with **************** based on the estimate and the amount of prior damage.  Additional information has been shared and we are working towards a resolution that is acceptable to all parties.  Once that has been reached, a payment will be process to *************** upon confirmation of address and payee clarification. 

  Customer response

  06/14/2022

   
  Complaint: 17296341
  
  I am rejecting this response because:

  I have received no communication from the insurance company whatsoever since prior to this complaint. I have not heard of any new information and no attempts have been made to resolve the issue. My position still stands that the full cost of repairs should be accepted.

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

  

  Business response

  06/17/2022

  Gallagher Bassett has completed their investigation of this complaint and has been in additional contact with our client for an evaluation of the wheel damages.  Based upon the estimate for damages received, and the complainants confirmation of pre-existing damages to the wheels, the offer of $300 to him to bring this matter to conclusion remains.   If **************** wishes to accept this final offer, settlement documents will be prepared to allow for this payment to be processed.  Otherwise, **************** is welcomed to take whatever next steps necessary to pursue his claim.

  Customer response

  06/23/2022

   
  Complaint: 17296341
  
  I am rejecting this response because:

  They still have not made any attempt to work towards a resolution since the complaint has been filed. Evidence has been provided that they choose to ignore and dismiss. They have agreed that some of the damage was caused by ******* but are declining almost identical damage on additional wheels. They are also dismissing evidence provided that the damage wasnt there prior to service even though they accepted the evidence for 2 of the 4 wheels.

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

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in January of 2022, I landed in the ** twice within a week due to a turkey consumed from Whole Foods in ******, **. I reported the problem to Whole Foods and they completed paper work to submit a claim with ******** Bassett.The way they have handled my claim is beyond miserable. GB stated on at least three different occasions that the supplier of the turkey was supposed to call me with follow-up questions. No one has called. I've sent them my insurance claim paperwork with ********** Blue Shield so they'll know what was paid out of pocket, and I don't believe they have contacted **************** ** for supporting documention. I repeatedly e-mailed the claims representative, ******, over the period of a month and he didn't get back with me. I finally complained to Whole Foods and sent an e-mail through their corporate website and only then did he e-mail and call me back, giving me the excuse the supplier was supposed to call me. I expect ******** Bassett to properly handle this complaint. I am also filing a complaint with my state insurance commissioner.

  

  Business response

  05/23/2022

  Gallagher Bassett received notice of this claim on January 10, 2022 and contacted **************** the same day. **************** alleged that she become ill from eating turkey from Whole Foods Market. **************** advised she went to the *** However, she did not have the name of the product or photos of the packaging for the turkey. Then on January 11, 2022, a follow-up email was sent to **************** requesting all medical documentation and bills from the ** visits. An explanation of the investigation process was outlined in that email.
  
  **************** sent in her medical billing statements to Gallagher on April 1, 2022. On April 22, 2022, the medical bills were reviewed, and the vendor information for the product was obtained. That same day a tender letter was mailed to ****** Family Farms, the turkey vendor. Then on April 28, 2022, Whole Foods advised Gallagher Bassett that **************** reached out to them for a response. Gallagher Bassett left a voice mail and emailed **************** notifying her of the tender to the vendor. Gallagher explained that ****** Family Farms would be responsible for the claim.
  
  **************** reached out again on May 6, 2022 and May 9, 2022 advising Gallagher Bassett that she had not yet heard from the ****** Family Farms. Gallagher Bassett responded on May 9, 2022 by calling and e-mailing **************** again explaining the status, and that we would continue to follow-up for a response. Gallagher Bassett continued its attempts by phone and email to discuss this matter with ****** Family Farms, but were unable to speak with any representative from the company. Due to the lack of response from ****** Family Farms, **************** continued to seek resolution, and reached back out to both Whole Foods and Gallagher Bassett to get her claim resolved.
  
  Due to the time that has passed since the claim was reported, and the lack of response from ***************************, Gallagher Bassett and Whole Foods decided to resolve the case with the customer, ****************. On May 20, 2022, ******************************************* reached out to **************** by phone and e-mail, and resolved her claim for $1200.00. Therefore, at this time we are monitoring for the signed release to issue the settlement check.

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