Gallagher Bassett Reviews 

Avoid, Gallagher bassett. They request information that has already been sent. Then you have to wait 10+ days, after each fake anomaly Absolutely ridiculous. AVOID THEM.
Update on my review, I have now received payment for our claim.
If anyone is having problems, contact the complaints department and explain your situation.
I have changed my rating as I was assisted promptly by allclear. Then Gallagher Bassett complaints department.

Absolute garbage company. Is not out to protect you, they're only there to watch their wallets. Do not agree to anything this scam of a company tells you is fair. They will drag their feet for months and do everything in their power to not pay out.

Why booking.com choose such a shit insurance company! I use to love booking.com but they are showing luck customer service lately and choosing to work with a scam insurance company!

I submitted a Subject Access Request to Gallagher Bassett seeking all personal data held about me between 1 January 2020 and 31 December 2025.

Initially, I was informed that no personal data relating to me was held. Following further correspondence, Gallagher Bassett subsequently acknowledged that a claim file relating to me did in fact exist.

I remained concerned that the response was incomplete and asked for further clarification. After further exchanges, communication ceased and my concerns remained unresolved.

I complained to the Information Commissioner's Office. The ICO chose not to investigate the matter further under its regulatory prioritisation framework, but did not determine whether Gallagher Bassett's searches were complete or whether all relevant personal data had been disclosed.

My experience left me with no confidence in the organisation's transparency or complaint handling. Having read the experiences of many other reviewers, I do not believe my experience was an isolated one.

Based on my experience, Gallagher Bassett provided contradictory responses, showed little meaningful engagement and failed to resolve my concerns, leaving me with no confidence in its competence or handling of personal data requests.

MY REPLY TO YOUR REPLY

Dear GB Customer Service Representative,

Thank you for your response.

My concerns have already been raised directly with Gallagher Bassett's Compliance Team during the handling of my Subject Access Request.

Those concerns remain unchanged, namely the initial assertion that no personal data was held, followed by the subsequent acknowledgement that a claim file relating to me did in fact exist.

Should Gallagher Bassett wish to revisit the matter and provide a substantive response addressing those concerns, I would be pleased to consider it.

Kind regards,

Scott Dixon

Terrible customer service, what feels like delay tactics so I'll drop the claim under travel insurance. Claim submitted 2 months ago, they take ages to reply to emails asking for information already provided and most recent one is asking for information about my cruise when I was on a ski holiday,making me suspect that their information governance and data control is poor and another individual may now be privy to my medical reports. Despite a claim reference there seems to be no ability for those dealing with it to actually look at the records, follow any kind of trail, let alone structure a sentence that makes any sense, or with any kind of grammar. Given this is being dealt with by Zurich they'll get the same review.

Steer clear! They drag on the claim process and keep asking for new information every step. They want you to become frustrated and give up. They are scammers at best where insurance is concerned. They demand doctors letters and other highly personal and sensitive information to process a claim, yet they still find excuses to delay the claim. 9 months into my claim now and they won't pay up the cost of my hotel which was cancelled due to my wife being unexpectedly unwell to travel. Total shower of shit.

Awful service. I made a claim on 10th April 2026 and all I have received are emails requesting more information. On their website it states that claims will be dealt with in 3-5 working days. This is not true!! Each time they send an email the whole claim process starts again!! Delay tactics!!! I have supplied all of the information they have requested and called into the contact centre to ask if they needed any further info, and each time I was assured that they had all of the information needed to settle my claim. No one takes responsibility and when I asked to speak to someone more senior I was given an email address to make a complaint! As a result of this I have cancelled my annual travel insurance because I’d hate to have to deal with this company again. Shocking customer service, avoid at all costs!!

These guys dealt with my travel insurance cancellation claim after I was rushed to hospital for an emergency procedure just days before my holiday. I can’t fault their process and efficiency as my claim was settled in around eight weeks. No fuss or hassle, I just sent them what they required and they handled everything else. Their online portal makes submitting a claim a breeze and I received regular communication as to how far along my claim had progressed right up to the payment.

I have been waiting 5 months for them to settle my travel insurance claim (a policy that I bought through Trailfinders). Despite me sending them endless amounts of evidence they continue to use delaying tactics and ignore emails to avoid settling my claim. If I could score 0 I would.

Still waiting for this company to deal with medical expenses and curtailment costs claim after I became very poorly on board a cruise. It's been almost 2 months. Never respond to my emails yet send me emails asking for information that has already been uploaded and sent several times. Just tried to access my insurance portal but won't load and comes up with a weird message about no agent. I'm tearing my hair out here. Thousands of pounds owing to medical companies and hospital and no response from this company. I will be taking this issue to the national TV and newspapers if I do not get a response by the end of this week!

I have read the negative reviews of Gallagher Bassett but have to say that in my case the way in which my claim (flight cancellation for medical reasons)was dealt with was exemplary.
The flight was cancelled on April 2nd, the claim submitted on April 13th, the Medical Report validating claim sent to GB on April 27th and settlement paid on May 15th. The communication from GB both by telephone and email was clear and prompt

Terrible service says they will deal with a claim within 8 days . No updates since submitting the claim unless I call them and they say it will be within 8 days ….. I’m over a month now since submitting the claim for a missed port

Horrible horrible company people are rude and drap you along with is what the companies want i lay in pain and they are making my injury worse by not approving my medical care made me get representation which will cost companies more in fines and worsen injuries

Gallagher Bassett has been an absolute nightmare to deal with. An AutoZone employee ran a red light and totaled my truck, and nearly three months later, I still have not received compensation for my accident.

Communication has been beyond unacceptable. Emails and phone calls go unanswered for weeks at a time, and when they do respond, it’s usually only once a week……if that. My claim was initially assigned to one adjuster who completely stopped responding, only for me to later find out the case had been transferred to someone else without any communication to me.

The entire process has been unnecessarily prolonged. Simple issues that could be resolved with one phone call are dragged out for days or weeks. My vehicle was sent to a repair shop where I was first told it was repairable, then later informed it was totaled. On top of that, I received storage fees from the tow yard while Gallagher Bassett was supposedly scheduled to pick up the vehicle.

This experience has caused an incredible amount of stress and anxiety during an already difficult time in my life after recently losing my mother. The lack of urgency, communication, and compassion from this company has been extremely disappointing.

I would strongly caution anyone against using Gallagher Bassett based on my experience.

ROB helped me through problems I was having regarding holiday cancellation claim he was so helpful and polite and very professional I had a leak in my knee replacement so couldn’t travel Rob talked me through procedures even called me back to say everything ok 10/10 🥰

Hi all,

I started the process for reclaiming my hotel costs for a cancelled trip the beginning of March. Since then there has been a catalogue of discrepancy, duplication, frustration and delay.

Like many have said, booking.com using a reputable company such as Zurich provided me with reassurance that this may be a smooth process. However…

Some of the core ‘tactics’ deployed will be;

1. A very long call waiting time and hold time (some credit however, they have called back using the call back option every time)

2. Long call time and duplication when every handler has to go on and review your entire case - would appear they have no ‘status’ page for them to gather live information and be more efficient

3. A standard ‘8 working days’ work around for a response. This is find extremely difficult as they deploy a request for more information - multiple times for the same information in my case - which inevitably restarts the 8 day clock.

4. Promised escalation failures. I called Friday (8th working day since last update) to be told they have till close of play to reply (this is the claim handling team). I subsequently didn’t receive a call. I called this morning (Monday) and it was ‘successfully escalated’. No answer. No assurance. No thing! The same position I am in weeks back.

5. I logged on to the portal - they had the wrong claims showing.

This is a very brief summary, over the last month I have had to call them every time. It is around 10 calls totalling around 59minutes with zero resolution and constant passing responsibility within.

Overall it is simply the most frustrating case of customer service I have ever encountered. I don’t foresee a resolution to my claim any time soon and it is simply tragic to read many cases whereby insurance has been so very needed and yet just a burden on an already stressful experience.

I hope for a reply on here, however will continue the claim process to document the end-to-end service for when I take it further.

Once you start a claim you will see why they are poorly rated. I will be dealing with these clowns for two months now, always going backwards not forwards.

FedEx driver ran into the side of my 15 year old daughter's car and pushed her into a garage on 12/4/25. I tried filling a claim with my own insurance agent 12/5. My agent called me back a few days later because they had tried to start a claim, but Gallagher Bassett refused to work with them and demanded that "only the claimant or their attorney can start/file a claim against them." On 12/12 after multiple calls and being told I needed to call different numbers, I was able to start a claim, received a confirmation number, and was told an adjuster would reach out within 2-3 business days. After multiple calls, during which I was told my claim was filed and an adjuster will reach out within 2-3 days, and an email which they never responded to, I finally received an email from an adjuster on 1/15/26 asking for a statement, police report number, and any photos. I submitted all requested items within 2 days. Then, despite NUMEROUS calls and emails adding for an update or if they needed anything more, I never heard from that adjuster again. On 3/9/26 I finally was finally able to get ahold of the adjuster's boss. He stated he didn't know why I was not replied to. He voided my initial claim number, assigned me a new claim number, and assigned me a new adjuster. He also requested I forward the email chain from me to the previous adjuster, which I forwarded to him and the new adjuster. 3/10 the new adjuster said she had submitted my claim to her supervisor for review. 3/17 I emailed her asking for an update, no response. 3/21 I sent her another email and included the previous adjuster's boss (since I thought maybe he was the "supervisor" that was reviewing the claim). 3/23 I received a response from the supervisor, the fourth adjuster now on my claim. The supervisor's email clearly stated that the vehicle on the main road has the right of way, the vehicle on the side road should have yielded but didn't and hit the vehicle on the main road, and lastly, that the vehicle on the side road was 100% liable for the collision. However, she had the vehicles backwards so instead of placing liability on my daughter, she actually placed it on their own driver. I replied to her email and proved that she had the vehicles backwards. They admitted I was correct on 3/26, but then needed further time to review the claim and stated I would receive a response by 3/31. I did not receive any response until 4/6, after I emailed the adjuster and supervisor back and had to again include the boss so that someone would respond. The adjuster then added to/changed their driver's statement, were now claiming the vehicles didn't collide, contradicting the police report and her supervisor's own assessment, and claimed both drivers were 50% liable. I have continued to respectfully try resolve the claim, but they have stopped responding to any communication.
To summarize, it took them 3 months to even start working on my claim. They placed 100% liability on their own driver. Then, once I pointed out they placed liability on their own driver and agreed with their decision, they delayed weeks longer to completely change their story. And then simply stop responding at all.

Update. Gallagher Bassett's "further review", after I started leaving accurate reviews and filed a complaint with the insurance commissioner of ND about their deceptive practices, unreasonable delays, and failure to pay when there is a written agreement, is they are continuing to try ignore the fact that I have, in writing, a statement from them placing 100% liability on their driver. They cannot and have not tried to dispute the 100% liability agreement, which would be pointless since I have it in writing, but keep trying to ignore it and to claim to "stand by their decision of 50% liability" and further delay/refuse to pay the agreement we already had.

Booked this through booking.com , saw it was covererd by Zurich and thought fine. Undisputed evidence that my trip was cancelled due to the big storm in September last year, all ferries cancelled in Scotland, proof given was the communications from CALMAC ferries. The tactics of delay delay delay are seen through hundreds of reviews on here. Have been in touch with Booking . com as they should not allow this company any where near there website, particularly hiding under the Zurich banner. Anybody been to the office in Ipswich ? . Might pay them a visit. Avoid at all cost.

Disgraceful company. My flight was cancelled from Manchester to Thailand via Abu Dhabi. They will not pay out because they said they don't pay out due to war. As I explained the war is in Iran not abu Dhabi. Their reply was the war has affected this flight. I replied war has effected all flights across the world. So does that mean all cancelled flights in the world are not eligible for compensation. This company are very slow to reply and will make any excuse not to pay. I would have given them no star's if there was an option. Terrible service. I would never use this company again. I cant imagine if you had a serious accident in a foreign country and had medical bills. This company would find an excuse not to pay.