ComplaintsforGallagher

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a couch from American Freight 4 years ago and a spring went through the bottom and put a big hole in our carpet. We called American Freight and they put in a claim with Gallagher Bassett. Well they won't pay for our carpet they said it's not 5here problem it's the manufacturer problem. We'll We bought the couch from American Freight and Gallagher Bassett is thier insurance company so therefore they are liable for paying for our carpet that the couch damaged. We need help getting our carpet replaced it's not our fault the spring shot out and damaged our carpet it's on American Freight and thier insurance company.

  

  Business response

  02/15/2022

  Gallagher Bassett spoke with ***************************** on 02/04/2022 to advise ******************** that her claim had been tendered back to the manufacturer, ******.  ******************** was previously advised on 12/16/2021 that those were the steps that were being taken on the claim, and advised we would be sending a tender letter.  A tender letter was sent on 12/16/2021 via e-mail to the contact name ******************** provided.   Further discussions on the status of her request should be sent to the manufacturer to address.  

  Customer response

  02/16/2022

   
  Complaint: 16687170
  
  I am rejecting this response because:We bought the sectional at American Freight and if there is any problem with thier product or damage from thier product they turn it over to thier insurance company which is Gallagher Bassett. Well Gallagher Bassett is refusing to pay for our carpet that got damaged from the sectional from American Freight. Kimbo from American Freight said he sent in a claim to Gallagher Bassett for our carpet well they say it's on the manufacturer of our couch which it is NOT!! We didn't buy our sectional from the manufacturer itself We bought it from American Freight so therefore it is on them and thier insurance company. I have had trouble since day 1 with Morgan ****** from Gallagher Bassett she would NEVER return my calls EVER. I had to call her supervisor several times to even get a response from her and she told me it's on the manufacturer which I told her it is NOT. Thats the whole reason American Freight has insurance for things like this even the store said. Otherwise why would the store put in a claim to Gallagher Bassett if it wasn't thier responsibility to pay for claims from them American Freight. Gallagher Bassett jst dont want to pay and that is not right.*************************

  

  Business response

  02/25/2022

  Mr. ***** *********************, Gallagher Bassett is sympathetic to your situation and understand your disappointment with our decision.  Gallagher Bassett is not an insurance company.  We are a Third Party Administrator that handles claims on behalf of our clients and carriers.  Our duty is to review loss facts and communicate to you as a claimant the next steps after our investigation is completed.  In your case, our Resolution Manager on 12/16/2021, did put the manufacturer on notice of your damage claim and spoke with ********************* on 2/4/22 attempting to explain the tender process.  It is customary for the manufacturer to report a product liability claim to their insurance carrier or Third Party Administrator (TPA) therefore, if you havent been contacted by someone representing ******, we will duplicate our efforts and put them on notice of tender again.  We will also provide you Watsons contact information for you to pursue your claim for damages. A member of our management team will reach out to you next week to provide you with that information and explain the steps again so that you can be put in touch with the appropriate party.  
  
  

  Customer response

  02/25/2022

  
  Complaint: 16687170
  I am rejecting this response because:We have NOT heard from ****** at all. They have made no attempt to contact us.
  *************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  aprox 11.9.21 call placed to ******* company alerting my items were damaged after the tech completed the regular maintenance spray upon opening my winter bag of items noted boots and 3 coats ruined, also noted chemical on the floor and on the bag ******* company notified immediately, multiple calls made to company finally a return call, and a scheduled home visit to see the items field supervisor inspected the area noticed chemical on the floor, on the bag and items ruined also noted stated this would be taken care of, claim sent to insurance carrier who denied the claim before even receiving any pictures, I have all emails from ****** and ****** who were assigned to the claim, I have asked for my claim to be reviewed by someone else I was told by ****** today he is the only one in the company that can handle the claim I'm asking for my items to be replaced due to they were not ruined until ******* sprayed the area I have pictures and lots of emails reflecting how unprofessional and biased ****** and ****** have been, also noted ******* has washed there hands stating they have nothing else to do with this, False statements have been made my ******

  

  Business response

  01/24/2022

  Gallagher Bassett has contacted Ms. **** on 01/19/2022 and 01/20/2022 to discuss her claim.  An offer was made to her on 01/13/2022 to try and resolve the situation, which Ms. **** declined.  The supervisor contacted her on 01/19/2022 and advised that they have received pictures of her damaged items, however, they need to be tested to determine if the chemical on her items match the chemicals used by our client.  She was directed to contact her homeowner's insurance to secure a testing site and once those results are received a final determination on the claim can be made.   Ms. **** did not agree with that recommendation and is deciding her next steps. 

  Customer response

  01/25/2022

   
  Complaint: 16457242
  
  I am rejecting this response because: The Field Supervisor stated to leave the Chemical on the floor and that  ******* would send someone to test the chemical and no one has shown back to the home to test, I will not accept a ******************************************************************* as a customer given the tech ruined my items by spraying and the tech was asked did the items need moved he stated no they didnt but they are now ruined would like them replaced 
  
  Sincerely,
  
  *****************

  

  Business response

  02/15/2022

  Gallagher Bassett understands that Ms. **** is not happy with the steps that have provided, however, we currently stand by the options to consider the offer made, or to contact her homeowner's insurance to ask them to test her items and provide the results to us to review.  In terms of the items she has requested reimbursement for to reassess any settlement potential, Gallagher Bassett will need an accounting of the items with brand, type age, and any receipts for the items.  If receipts are not available, finding a similar item on line with a screen shot of the price and item will suffice.

  Customer response

  02/15/2022

   
  Complaint: 16457242
  
  I am rejecting this response because:I do not accept due to ******* field supervisor stated ******* would send someone back to my home to test the chemical which that was not done, I was told by ******* field supervisor to leave the chemical on the floor and it would be tested therefore ******* should follow thru on what was stated by C.W. And again my items were ruined by the tech spraying Im requesting they be replaced, clearly it shows chemical on the bag and the floor CW even stated its a chemical 

  my stance has not changed my items need replaced due to the tech spraying and caused damage 
  
  Sincerely,
  
  *****************

  

  Business response

  02/24/2022

  Gallagher Bassett understands that Ms. **** is not happy with our position on the claim.  However, the options to either accept the offer or to contact her homeowner's insurance to discuss where she can take her items to be tested.  If test results are received, additional consideration and discussions on settlement or repair can be discussed at that time.  These options were provided to Ms. **** verbally and in via e-mail. 

  Customer response

  02/24/2022

   
  Complaint: 16457242
  
  I am rejecting this response because: as previously stated, the Field supervisor (CW)stated ******* would send someone to test the chemical todate that still has not happened I would like my items replaced, ******* caused the damage 
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 4th 2021 a garbage truck lost a wheel and it hit my car. I called the police and filed a police report, took all the pictures and filed the claim with the garbage trucks company. Gallagher Bassett contacted me to try to get my car fixed so I took it to the **** dealer to have an estimate written. Gallagher Bassett then used their own adjuster to change the estimate even though they had never inspected my car in person. The **** dealer said my car was a total loss in Gallagher Bassett disagreed. I then went to get a rental car so I could drop my car off at the body shop as requested by Gallagher Bassett. Gallagher Bassett then refuse to pay for the rental car. The **** body shop once again wrote a new estimate after taking apart the car and wrote it as a total loss but Gallagher Bassett disagreed and sent the estimate off for the evaluation. Now I have nothing to drive as my car is in pieces at The body shop and Gallagher Bassett refuses to pay for a rental car.

  

  Business response

  01/14/2022

  Gallagher Bassett has recently received the remaining documents and inspection of the ******************** vehicle to determine liability and and an offer.   An additional communication was made with **************** and Gallagher Bassett on 01/12/2022 where the results of the additional inspection was shared and an offer was made to ****************.  The release for that offer was sent to **************** on 01/12/2022 for his review.  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased tires at ****** (after just buying a membership) During the purchasing process I explained I needed new wheel sensors installed as well. They didn't do that. They then had to bring my 2008 ****** Highlander back in and dismount / remount the tires to install the sensors which it turns out they didn't quote me for when I had asked for them and they tried to get me to pay another mounting and balancing fee. FINALLY got that done and I'm out.Come November I had gotten a flat (never disclosed as to why my tire went flat) but I had road hazard warranty on the brand new tires and I was also schedule for the firs tire rotation. When I got the flat I put the full size spare wheel on and took it to ******. I take it in and they tell me that my wheel is not repairable and they are going to get a replacement tire in from another store because my tires were discontinued. Several days pass. I contact them. I need to wait, it's not in. Sever days pass again. still not in. Eventually they tell me that they will call when it's in.The tire rotation was on November 23rd. Come December 8th. My wheel snaps off. The wheel hits a car next to me, bounces across all 6 lanes of the highway and, by a miracle dose NOT strike anyone else (possibly killing them). I filled out the form for ****** for the incident to be investigated but I'm just sitting with my car at a shop waiting to be fixed, No contact from the Insurance company (Gallagher) and to make matters worse my adjuster simply took the holiday off without any heads up, warning, or update to my claim. I've asked for my case to be escalated and I have not heard back from ************************* stating who the manager is who will be taking over my case for an immediate resolution. I've gone about a month without a car due to having my car serviced at ****** and I was not even provided a rental. I need my car fixed. 1 replacement wheel and tire for the spare, and I *STILL* have not heard that the tire has come in.

  

  Business response

  01/20/2022

  Gallagher Bassett and ****** have had additional conversations with ************ on their documentation and the information he has on the file.  Additional investigative material from ************ has been received, and some clarifying questions have been shared.  There is active communications with both parties as they continue to find a resolution to this claim.  

  Customer response

  01/21/2022

   
  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. They are currently in the process of actually communicating with me and fixing the issue.  My biggest concerns have been addressed. 

   

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

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Am owed money and have not received. They told me it was sent on 10-27-21. I have tried numerous times to contact them with no response. They emailed me saying check enroute it's now 15 days

  

  Business response

  11/24/2021

  Gallagher Bassett has confirmed that **************** has received the check we issued on 11/05/2021 and deposited it on 11/12/2021.  Due to the fact that *************** has failed to attend her Independent Medical Exam on 11/22/2021 and additional appointments, no additional benefits are owed until she is back in compliance with her medical treatment and we have additional information on her care and work ability.  

  Customer response

  11/29/2021

   
  Complaint: 16136262
  
  I am rejecting this response because:
  While I did receive the 2 checks in November I had not received anything from June through October and their lack of response has me now living in my car that Im about to lose
  Sincerely,
  
  ***********************

  

  Business response

  12/03/2021

  *************** was offered modified duty on 05/18/2021, and accepted that work assignment.  On 09/27/2021, her employer was no longer able to provide light duty, so Gallagher Bassett sent payment for that lost time on 10/08/2021.  They also issued checks on 10/21/2021 and 11/04/2021 for that lost time.  **************** and Gallagher Bassett have entered into a settlement agreement for her claim, which should resolve all issues.  

  Customer response

  12/06/2021

   
  Complaint: 16136262
  
  I am rejecting this response because:

   I have not received the settlement. Their lack of response time is making me live in my car and Im about to lose it .
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My employer uses the Benefits **************** operated by Gallagher to handle our company benefits. I placed a life change event request on October 18th. The following Monday it was still pending and I requested that the life change event be cancelled. I was informed that the life change event was cancelled and the next day I received confirmation that our benefits were dropped. I have two children and a variety of health issues between myself and my husband. The *** has been "researching" this for a week and they are telling me that I will not have coverage for my appointments next week. They also will not give me a direct point of contact or a case manager or something to that effect. They want me to call in to get information, wait on hold for several hours, and then explain the entire situation for 45 minutes to a new customer service representative to be told again "we're working on it and nothing has changed." This is unacceptable. I need a direct point of contact to handle this case until it is resolved.

  

  Business response

  11/19/2021

  We have been working on this case and am happy to relay that the client has reinstated the member and dependents to 10/17/21.  The carrier confirmed all family members are active in the system and claims are being reprocessed.  

   

  Our point of contact from the *** reached out to the employee yesterday afternoon to advise.

   

  Please let us know if there is additional action or information needed. 

   

  Thank you,

   

  Phil.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 1st my truck was hit by a semi truck that was using a non truck route. A police report was completed direclty following the accident. I have spent since October 1st trying to get it repaired. It is now November 9th. I have called and left countless messages and emails with *************************** senior resolutions manager, who did finally send someone for an estimate, but now another 2 weeks have passed with no communication.

  

  Business response

  11/10/2021

  According to the file, a check was issued and mailed on 11/05/2021 to the address listed on the complaint.  Due to slower than usual **** delivery times, if you have not received the check by 11/15/2021, please contact the claims handler at that time to advise the check has not been received.  

  Customer response

  11/16/2021

   
  Complaint: 16116947
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** The resolution to just mail a check is not sufficient, I would like to see a detailed report or copy of the written estimate made by by your chosen estimator so that I can see exactly how you came to the conclusion on the amount mailed for the damages done to my vehicle your client. I am currently having the vehicle assessed and ****** an estimate done by a collision center near me. Please attach copies of the estimate.

  

  Business response

  12/10/2021

   

   

  Good afternoon,

   

  Gallagher Bassett has spoken with **************** on 12/10/2021 and discussed his estimate.  Gallagher Bassett answered his questions in that call, so that all issues were addressed. 

   

  Thank you. 

   

  ********************************, AIC | Assistant Vice President | Gallagher Bassett 

  Reporting Branch:  **********************-Metro (012) and Regional (151) Office Location:  ***************, **

  Mailing Address:  P.O. ********************************************************* style="margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: "Times New Roman", serif;">D: ************ | M: ************ | F: ************

  E:  *************************

  Alternate Point of Contact: ******************** | ************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 9th,2021 I was injured at work at international towing LLC. The owner, *************************** told me he did not have workers comp insurance then fired me when I requested payment for my 317 dollar medical bill that has now gone to collections. After contacting the ********************* and being informed of his insurance coverage, I filed a form 18. Ghallagher Bassett services has not responded to the ** and has been fined. After a short conversation with *************************** of Ghallagher Bassett, she ended the call and has refused contact since them. I discovered that my claim had been sent to ************************* who has also refused contact. I have called nearly every day for approximately 2-3 weeks and have yet to receive a response. The way they are treating me is inhumane and I have no idea how to move forward. I have been late on all of my bills since February as I missed almost 6 weeks of work. I have lost my career due to this injury. Please help me. The stress is effecting my health

  

  Business response

  08/18/2022

  Gallagher Bassett is in receipt of Mr. ****** filing.  In a review of our file and our office notes, the last call received from ************** was in August, 2021.  ******************, Gallagher Bassett had multiple conversations with ************** to discuss his claim which included the closed period of lost time and medical charges.  In Gallagher Bassetts discussions with Mr. ****** employer, we were advised there was no lost time beyond the waiting period and that they had paid all out of pocket medical costs.  On August 17, 2022, Gallagher Bassett placed a call to ************** and discussed his file and his concerns. He was advised the last message we had from him was from August, 2021 and ************* confirmed that was correct.    Gallagher Bassett advised that our goal is to conduct a complete and fair investigations and at this time, we do not have documentation to support lost wages or outstanding medical bills.  ************** disagreed with that assessment.  The file was given to a supervisor to review and discuss with ***************  A call was placed to ************** on August 17, 2022 by the supervisor to discuss the file further,however Mr. ****** voicemail was not accepting messages.  An e-mail was sent to him on the same date requesting a call back to discuss the additional review of his claim.  ************** may call the supervisor who e-mailed him to discuss his claim further should he have any questions. 

• Initial Complaint

  07/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a letter from Gallagher insurance/risk management stating that my private information had been hacked from their systems. It took them a year to notice this. Plus no account number listed.. or what insurance **********************.. so I called the number on the back of the letter and the person who answered the phone didnt speak English and couldnt provide answers. So I called Gallaghers main number and she couldnt help either. I feel like this is phishing. Looking for me to provide information. Your letter to me shouldve provided account information or the company that Im employed with. As I have nothing in my files that say Gallagher.

  

  Business response

  08/06/2021

  Thank you for you inquiry about the letter you received from Gallagher with regards to the cyber event.   

  Gallagher has established a dedicated assistance line for individuals seeking additional information regarding this event.  You may call the toll-free assistance line at *************, Monday through Friday (excluding **** holidays), between the hours of 8:00 am and 5:30 pm, Central Time.   You can also find additional information on how you can protect your information and obtain additional resources on the Gallagher website at www.ajg.*****.com.  Gallagher is offering Identify Theft Protection & ***************** Services for 24 months at no cost through *****, the vendor secured to provide these services to all impacted parties.  Deadline to activate these services is listed on your letter.  

  Customer response

  08/09/2021

   
  Complaint: 15709355
  
  I am rejecting this response because: Ive called your dedicated number and the person on the other end of the phone like I said in my complaint didnt speak English and wanted my personal information. You waited over a year to reach out and tell me this happened. However in your communication to me, nothing was noted about what company. Im not calling this number again, I want someone from your company to reach out to me. 
  
  Sincerely
  
  ***************************

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