Complaints

This profile includes complaints for Gallagher's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J.Gallagher & Co.

  1685 Congress St Portland, ME 04102

  
• 

  Arthur J.Gallagher & Co.

  59 Main St Fairhaven, MA 02719

  
• 

  Arthur J.Gallagher & Co.

  140 Kennedy Dr South Burlington, VT 05403

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  100 Quannapowitt Pkwy Wakefield, MA 01880

The 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:07/15/2025

  Type:Service or Repair Issues
  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 6/30/2025 ************************** bus crashed into a car which crashed into my wife's car, my son was driving. We've reached out without success trying to get acknowledgement and direction. Nobody contacted us. It has been two weeks. My wife's car cannot be driven safely.

  

  Business Response

  Date: 07/22/2025

  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 recently contacted Mr. ******* and have initiated the vehicle inspection process. Mr. ******** vehicle is at his shop of choice for repairs,and we await a copy of the damage appraisal. The adjuster will ensure the estimate is received and bring the file to the appropriate resolution.  
  

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  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.

  Its the insurance company of ****** their truck pulled out in front of me a month ago and the police report shows its their fault. They have been dragging their feet. They haven't even tried to help with getting my personal property taken care of. Let alone the pain and suffering from the accident on top of that. Ive now got heart problems from the accident and they haven't even tried to do anything yet. Im doing this solely for the truck that I've lost. The personal injury is being taken care of through my paralegal.

  

  Business Response

  Date: 07/22/2025

  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 further investigations was completed on the claim. As a result of the additional investigation a rental reservation was completed for Mr. ****** on July 21st. Additional instructions were given to Mr. ****** to assist in an appraiser to inspect his vehicle to determine the amount of damage.  Once received will contact Mr. ****** in attempt to compromise the property damage claim.  Should anyone have any further questions, please do not hesitate to contact us.

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  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 first made contact with ******* ****** on 6/3/25 and after several attempts to make contact with via phone and email being ignored I contacted his supervisor. It is unprofessional of him to ignore several emails and phone calls. And claim he never saw the damage estimate. My car was hit while parked and unoccupied by an emergency vehicle. Even though it was only minor damage I had a dimished value estimate done. Since my car is brand new and only has a few thousand miles on it. ******* ****** says my estimate is misleading when similar cars were used as a reference and the cars used had 7 times the mileage. ******* didnt factor in that my car is only 3 months old at the time of the accident. I am seeking a fair market dimished value. ******** claim that my car only dimished $500 is not accurate in my opinion. I emailed ******* the body shop estimate of repair and dimished value estimate.

  

  Business Response

  Date: 07/17/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address your complaint.
  
  We acknowledge your concerns pertaining to delayed response time and the dispute in the assessment of the diminished value of your vehicle.  Please note that our offer of $500 on your diminished value claim remains open.  A review of your diminished value documentation reveals that the vehicles referenced were not comparable to your vehicle.  A message was left for you today by Supervisor, ***** *******.  If you would like to further discuss, please reach back out to ***** at ************.
  
  We apologize for any dissatisfaction or inconvenience caused and appreciate your patience and understanding. Our goal is to provide exceptional customer service. We regret that we fell short of meeting your expectations in this instance.  We value your feedback and will use it as an opportunity to improve our processes.  
  
  If you have any further questions or concerns, please do not hesitate to contact us.  Our team is available to assist you and address any additional issues you may have.

  Customer Answer

  Date: 07/21/2025

  I submitted 2 different appraisals to Mr ******** Both appraisals both show the same amount in damage. In *********** area comparisons are done on similar houses in the surrounding area to get an average price on the market. All houses do not have the same features and layouts. But it all factors into the price of the house. Comparisons are used to get an average cost of a product. I do agree with it was minor damage done to my vehicle and if I went to trade in next month the dealership would lower the significantly just because of the minor damage. When my car was hit it was brand new> I just purchased it in Feb 2025 so any comparisons used may or may not have around the same milage on it. 
  Complaint: 23579119
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/25/2025

  Dear Mr. *************** appreciate your continued communication and the opportunity to address your concerns.  We have received your recent rejection of our response submitted through the Better Business Bureau.
  
  We have conducted a comprehensive review of the information provided in your latest submission. Our team has carefully examined all aspects of your concerns to ensure that we are addressing them with the utmost diligence and attention to detail. However, we find that the information presented does not introduce any new evidence that would necessitate a change in our prior assessment and response.  As such,our original position remains unchanged based on the information currently available to us.
  
  We are deeply committed to ensuring that all concerns are addressed with fairness and thoroughness. We strive to maintain open lines of communication.  Your satisfaction is importance to us, and we are dedicated to resolving any issues to the best of our ability.
  
  We sincerely thank you for your understanding and cooperation throughout this process. Should you have any further questions or wish to discuss this matter in more detail, please do not hesitate to reach GB directly.
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  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 reached out and left voice mail to multiple people with Gallagher Bassett regarding damaged duvets valued over $800 due to leaking wallflower oil that leaked on my duvets trying to wash and remove oil stains left the duvet discolored etc i am seeking to speak to try to resolve and close out this issue bath and body said that they had forwarded this back over to Gallagher Bassett but i have not heard from them .

  

  Business Response

  Date: 07/08/2025

  Gallagher Bassett would like to thank Ms. ***** for her inquiry.  We sincerely apologize for any frustration you may have experienced during this process. Your feedback is invaluable to us as it helps us continually improve our services.
  As discussed with ****** ******** on July 3, 2025, we have outlined the additional steps required to resolve your claim. Once you submit the necessary information, ****** will promptly work with you to address any outstanding issues and bring your claim to a resolution.
  Thank you in advance for your cooperation. We look forward to speaking with you further.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  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 am submitting this formal complaint to report concerns regarding the mishandling of an auto insurance claim being processed by Gallagher Bassett, in connection with a motor vehicle accident that occurred on May 21, 2025. The other driver, who is insured by this company, admitted full fault at the scene.Despite the clear admission of liability the day of the accident, I have faced repeated delays, lack of communication, and what I believe to be bad faith handling of the claim on the part of the insurer. No one from the insurance company reached out to me following the accident. I was forced to locate the claim details on my own and initiate all communication. After leaving several voicemails and sending multiple emails, I finally received a response on June 11, 2025, from the assigned adjuster, *** ****, who stated that liability was still under investigation.I immediately followed up via email to request clarification, considering the at-fault driver clearly admitted responsibility at the scene. However, I have received no response from Ms. **** since June 11, despite sending two additional follow-up emails. My inquiries remain unanswered, and no progress has been communicated to ***** the meantime, I have begun receiving notices from the wrecker company regarding the prolonged storage of my vehicle which remains unreleased due to the insurers inaction. I have now been without a vehicle for over one month, and I am incurring increasing stress and potential financial liability due to the companys unresponsiveness and apparent refusal to act in good faith.The handling of this matter demonstrates a concerning lack of professionalism, accountability, and timely communication on the part of the insurer and its representative. At this point, I believe I am being treated unfairly, and my rights as a claimant are being disregarded. I am requesting that your office review this complaint and take any appropriate action to investigate the insurer's conduct

  

  Business Response

  Date: 07/14/2025

  Tell us 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 Ms. ******* concerns, and we have finalized our liability investigation.  We are currently pending Ms. ******* subrogation demand from her personal insurance carrier, once that is received, we will proceed with settlement. 

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  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 in a car accident on June 20, 2025 and every day I been contacting this company for I can get my car repaired and to get back to work. The fedex driver admitted he was at fault and ruined my car and nobody will answer my calls or return any of my calls. I left many voicemails and I continue to keep calling without any resolution. I want to make a formal complaint and sue them at this point! Emotional distress and good faith. Loss of wages

  

  Business Response

  Date: 07/08/2025

  Gallagher Bassett would like to thank Ms. ****** 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 We reached out to Ms. ****** apologizing for the lack of contact with her concerning the status of her claim. We confirmed that an estimate and photos of the damage were received and attached to the claim.Based on the area and type of damage an appraiser was assigned on July 2nd to confirm the damages and get an agreed price with her body shop. As of July 7th, the appraisal has not yet been completed. We will continue to follow daily on the appraisal to confirm the damage and will work with Ms. ****** to conclude her property damage.  Should anyone have any further questions,please do not hesitate to contact us.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  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 am filing this complaint due to Gallagher Bassetts repeated failure to provide clear, honest, and transparent communication regarding two insurance claims I submitted. I filed a general liability claim and an employment-related claim involving serious allegations against one of their clients, including discrimination, wrongful termination, and denial of accommodations. Despite receiving emails confirming claims were opened, Gallagher Bassett refuses to clarify the type of claims being investigated, leaving me without basic information necessary to participate in the claims process or advocate for myself.The lack of transparency, inconsistent language used by different representatives, and avoidance of direct answers create confusion and distress, especially given the serious nature of the underlying issues. I have received conflicting statements from two different Gallagher Bassett employees on the same day, each presenting information that appears intentionally vague or misleading.This conduct demonstrates a breakdown in ethical business practices and raises concerns about bad-faith handling. Their actions appear aimed at frustrating or discouraging legitimate claimants from pursuing resolution.Gallagher Bassett is a third-party administrator trusted to uphold the standards of fair claims handling. Instead, theyve created unnecessary barriers and caused additional harm through evasive tactics and poor customer service. I am now escalating this to oversight agencies and exploring further reporting options.

  

  Business Response

  Date: 06/19/2025

  ******** Bassett would like to thank Mr. ******* for his inquiry. We acknowledge Mr. ******** concerns and regret any frustration he experienced during the process. We value customer feedback as an opportunity for us to improve. We have acknowledged and responded to all inquirys appropriately, provided the relevant claim numbers, insurer details, and policy information for each claim, and explained the status of those claims. We have met our responsibilities by providing all information we are authorized to share and have communicated clearly. We will continue to keep Mr. ****** informed on the status of his claim as the investigation progresses. 

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  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 contacted regarding Claim Number: 004138-157138-PB-01 due to a Bath and Body Works Wallflower incident. I have made multiple attempts to contact the company via both phone and email, but unfortunately, I have not received any follow-up or responses.This lack of communication is concerning and has not only taken up valuable time but has also eroded my confidence in the resolution of my claim. I feel that the current perception being created is that the company may be inclined to close this claim due to my lack of responses, which is not the case. I am eager for a resolution and hope to receive timely updates about my claim status.I would appreciate any assistance you can provide in addressing this situation and facilitating communication with Gallagher Bassett.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/13/2025

  Gallagher Bassett would like to thank ****** ****** for bringing this matter to our attention.  We view this feedback as a valuable opportunity to improve our overall service.   We apologize for any inconvenience you may have experienced regarding your claim.   Supervisor ****** ******** has left messages with you to ensure all questions and concerns have been resolved and that you have received the release emailed to you on 6/09/2025 to bring resolution to this claim. Once this is signed and returned, we will immediately process payment as outlined in the release.  Thank you in advance and we look forward to speaking with you further.   

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  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.

  Im filing this complaint due to the dishonest and unethical behavior of ***** ******, who has mishandled my case from the start.She originally told meclearly and in writingthat I would be reimbursed for my full rental once my car was out of the shop. When that time came, she changed her story and only approved 21 days. No valid explanationjust a flat-out refusal to honor the agreement. Thats deceptive.She then passed me off to someone named *******, who doesnt answer calls or follow up. **********, the shop handling my car, has also been ********** make things worse, ***** said I now had to sign a release before being paid anything elsesomething never mentioned before. It feels like a setup.Shes also dodging payment for *** removal, which is still owed. She ignores both me and the body shop and acts like shes doing me a favor by offering a fraction of what Im owed.This is unprofessional, shady, and unacceptable.I want:Full rental reimbursement for the entire repair period Payment for the *** removal supplement Formal accountability for Jodies misconduct This needs to be resolved immediately.

  

  Business Response

  Date: 06/06/2025

  Thank you for your patience while we reviewed your claim. We acknowledge that it took some time for us to gather the necessary information in order to finalize the liability and damages to your vehicle. We apologize for any inconvenience this may have caused. At Gallagher, we are committed to providing excellent customer service and efficient claim resolution.
  
  We understand that you have been in contact with your claim representative at Gallagher Bassett. During your conversation with the claim representative on April *******, the representative was able to negotiate a daily rental rate for a comparable *** at $54.21 through our vendor Enterprise Rent a Car. During this same conversation you advised the claim representative that you will rent a vehicle from Toro car rental at $200.00 per day. The claim representative confirmed at that time that $54.21 is the reimbursed rate when renting from Enterprise rent a car and Toro car rental. You later spoke with the claim representative and an additional rental reimbursement was offered to you in the amount of $813.15 which was accepted.   
  
  The claim representative emailed you a release on May *******, for the remaining out of pocket rental in the amount of $813.15. Once we receive your signed release, we will work promptly and process your reimbursement in the amount of $813.15 and process payment for any additional supplements to the body shop directly.  A manager from Gallagher Bassett called and  left you a message on 6/5/25 to answer any questions you may have regarding this next step.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23380912
  
  I am rejecting this response because:

  You are addressing points that were never in dispute. To clarify: the vehicle was dropped off on April 28th and picked up on Friday, June 5th. The body shop spent several hours removing the vinyl wrap and ***, soaking the vehicle in adhesive remover, and **** barring it in preparation for the new *** and vinyl wrap. They have not charged me for this prep work.

  
  I am still owed reimbursement for the rental car. The vehicle was in the shop for a total of 39 days, and I should be reimbursed for all 39 daysnot just 21. It is both unfair and unethical to reduce the rental period after previously agreeing to pay it in full. As **** stated, the remaining car payment payout would be issued once the car was picked up.
  Furthermore, the body shop is still owed $2,400 for the *** removal, which was included in their supplemental invoice. This supplement was provided by ***** and submitted to *****, but was rejected. This payment needs to be processed and paid immediately.

  
  For clarity, the vinyl wrap removal was already covered by the funds sent to me, which is why it is not included in the supplemental invoice.

  
  In total, I am owed reimbursement for 33 days of the rental car$1,788.93. You cannot agree to a payout and then backtrack to suit your position. I will not sign any waiver until the correct reimbursement is issued and the body shop is paid the $2,400 for the *** removal.

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

  

  Business Response

  Date: 06/17/2025

  Pursuant to our email correspondence on 6/12/25, you have accepted our full and final rental compensation in the amount of $1,788.93. An updated rental release was emailed to you and you have signed and returned it.  We issued you a check on  6/13/25.   
  
  As we discussed, any additional approved supplements submitted to ****************** will be issued to **************** directly.                                       
  
   Please feel free to reach out if you have any further questions or need additional assistance.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23380912
  
  I am rejecting this response because:

  Thank you for agreeing to cover the remaining balance of the car rental agreement, as originally promised by ***** ******.
  As of June 11th, the supplement payout was sent to both *** and *****. The body shop is currently awaiting this payment, which was due upon receipt. In order to close out this case, the outstanding amount of $6,000 must be remitted promptly.

  
  Please process the payment at your earliest convenience and provide a screenshot of the transaction confirmation once complete.
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  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. *********