Gallagher Bassett Reviews 

Shocking service. Claim made, portal crashed so can’t get updates. They don’t reply to emails, never stick to set time frames. 2 hours on hold & then phone cuts off. Worst service ever received.

Worse company I have ever dealt with. Simple missed departure claim due to medical admission. No response to emails. Literally impossible to get to speak to anyone. I have waited days for call backs and never had one. I even sent the claim forms special delivery and have never had a response. I am at the point of not knowing what else to do. How can a company this inefficient and unprofessional be allowed to operate. I will make a complaint to the ombudsman for what good that will do. As is always the case these company are surprising good at taking your premium and direct debit details but in a time of need they simply don’t communicate. Awful awful experience.

This company seems to pride itself on making customers wait, it feels like a massive con.
1 month after submitting my claim I finally have an email requesting me to fill out a form. Of course, There is no form attached to the email, I’ve replied twice but 2 weeks later still no response.
On the phone for an hour so far, to try and speak to someone
I purchased travel insurance through insureandgo - never again!

Absolutely shocking company, our claim was sent to them by a coach company, was then passed to an Insurance Company, promised compensation for the way way we were treated, it has been going on since early May 2026 and they haven’t replied to my last 6 emails, steer clear of them. Now have a reply from this company below , but the email address below does not accept my reply .

If you possibly can avoid any contact with this company.
Unfortunately they are used by many insurance companies to deal with claims. I would suggest before you take out insurance check if Gallagher Basset is involved in the claims process; if they are then go elsewhere. Customer service is -10. They more often than not do not even answer the phone. AVOID

Really bad service wouldn't recommend anybody using it made a claim on the 19th of July I made contact at the beginning of August was told that my claim should be going through then called on the 17th of August for an update after the portal is not working and was left-hand hanging on for two hours on the phone without no answer this is really poor I wouldn't recommend this service to anyone

Honestly the worst experience I have had.
I have not heard anything back and have emailed multiple times … I am
Out of pocket a bit of money and want them to hurry up and take a look at my claim, but it’s nearly impossible to get hold of them?

Straight forward missed port due to weather conditions. All documents down loaded . Claim has sat at 50% since it was submitted . When you have paid nearly a thousand pounds for travel insurance you expect at the very least prompt payment when it is a simple claim . Waited over an hour for phone to answer and had to give up as surprise surprise I have things to do. I have obviously checked the portal as suggested but nothing !!! Why insure & Go are using such a shoddy company I have no idea . Looking at the trust pilot scores I can see many other people have been treated the same.

AWFUL, DO NOT USE.
I had to cancel a holiday due to an emergency brain operation, they have all the documents they need, but they are dragging this claim out 3 months later & I am still waiting. It is impossible to talk to a claims handler, they never return calls or send emails that they have said are sent.

I bought travel insurance from All Clear Insurance which was processed by Gallagher Bassett.Following submission of my claim I was asked to for further documentation whichI promptly provided.
Two weeks later I was asked for a further 4 documents !
Why were these not requested at the time of the first
request? Delaying tactics ? The documents asked for
are not available from service providers and the request is completely unreasonable and seems to be used to avoid paying out on a claim.
Gallagher Bassett are fraudulent, and by implication
All Clear are not much better.

This company doesn’t deserve a star tried using the portal and it worked 2/3 times then the portal says my email address is wrong and password is wrong been waiting a month since my claim no communication they don’t email you no info only that you need to phone up then you wait between 1/2 hours for them to even think about picking up don’t use this company or great cover waste of space

The worst company I have ever dealt with and a formal complaint has been raised over 4 weeks ago.
Zurich need to stop using this company absolute shambles, no communication what so ever.

Claim has been in since June 21st…I’ve sent numerous emails to the customer service email. It’s a bluff to look like they will look into the claim. They don’t give a hoot clearly from every customers review..

I am submitting a formal complaint regarding the handling of my vehicle damage claim by Gallagher Bassett and Claims Representative Mike McClain.

During our last conversation on August 6, 2026, Mr. McClain informed me that he was still waiting on documentation from Hampton Inn/Aimbridge Hospitality that was necessary to complete his investigation. Yet, just four days later, my claim was denied without any explanation of what information was received or how it supported the conclusions in the denial letter.

I fully cooperated throughout the investigation by providing time-stamped photographs of my vehicle upon arrival, photographs of the damage, repair estimates, and a detailed timeline that McClain unequivocally disregarded. Despite this, the denial concluded that the damage “appeared” to be pre-existing or was “more consistent with road damage”—conclusions that contradict the evidence I submitted and appear to be based on speculation rather than objective facts.

I am requesting a supervisory review of this claim and copies of the documentation relied upon in reaching this decision, including the records received from the hotel, valet records, surveillance footage, photographs, inspection reports, and any other evidence supporting the denial.

Given the timeline and the inconsistencies in this investigation, I believe it is reasonable to question whether my claim was evaluated fairly and in good faith. Apparently this company is notorious for denying claims without any legitimate reasons and is a true reflection of the companies they provide services for-dishonest and bias.

What an absolute disgrace this company are. How on earth are they regulated? I’m currently 1hr 15 mins into another call attempt (total 3+ hours so far) to contact them about a pretty small travel claim made 4 weeks ago. Even that process was a nightmare as their travel portal does not allow the most common claims which leads to you having to suffer long call wait times to speak to someone - at which point I imagine most people to give up and foot the bill themselves. There is also radio silence on emails and therefore as a customer you have zero ways to contact them or see what’s happening on your case. You can also tell from their feedback response below that it’s all very generic and zero customer or outcome focussed. I will be escalating with the FOS and FCA how on earth this company can be operating and how insurance companies can be using their services.

Disappointing
Due to an issue on holiday, which saw me over £500 out of pocket, I came home and raised a claim.
Got brushed off by the guy on the phone, telling me to fill in a form (not knowing if my issue can even be claimed for, hence the phone call)
Claim submitted with all supporting info. Then comes the "you'll get a response in 14 working days"
It has now been 2 months, no response to calls, emails, phsyically impossible to speak to a human being. Looks like they dont want to pay out

But, they did have the cheek to email me to renew my annual cover..... no thank you!

I was really hoping to have a different experience from other people, but it seems sadly not! It makes you wonder how companies like this actually manage to trade. Like others, I have been subject to long delays with emails and phone calls blatantly ignored. They pretend they need three months to investigate but the long and short of it is that they have already decided what the outcome is and just wait three months to send you their standard copied and pasted answer. Following on from the answer I received from Fateha Begum (who sums up exactly the calibre of this organisation), I have tried to follow up by email several times. She likes to just ignore me and is not happy to provide any details of their ‘investigation’ to me. Instead they have just sent lies and the aforementioned inhumane copy and paste paragraphs of text, which they probably use over and over again for the next people on their hit list.
Disgusting company and I feel sorry for anybody who has to try to communicate with them.
I’d love to receive a response to this review from them, but I’m sure that they will disregard this review also.
Good luck everybody else! You’ll need it!

Well looks like this company have not just been a nightmare for me! My claim with Insureandgo was logged 26.06.26.
Gallagher Bassett don't respond to emails, they tell you there are no time scales for dealing with claims....so basically don't hold your breath!
My portal says they "raised" my payment early July.....
I've now raised an official complaint with INSUREANDGO they said I will get a response in 3 to 5 days ...

DO NOT USE THIS COMPANY
All the information requested was sent via the portal
Then i got requests for the same imfirnation previously srnt
You hete nothing till the Friday
Requesting the same information
Of course on a ftiday so snother werk gone by
Then i get another emai asking me for the ssme imfirnation dent now 11 times its the origional glight itinerary and the re arranged itinerary
This is the paperwork i got from the airline.
Delays afyer Delays
FO NOT USE THEM!!

I submitted a claim for room cancellation due to the venue cancelling the event we were attending. Processing claims allegedly 12 days. I submitted on 11th July and followed up many times on email for update. Response advised claim being reviewed - clearly not. I will be reviewing on Booking.com where I purchased the insurance from advising this is not an insurance worth purchasing. Extremely poor service, unacceptable time frame for response.

Initiated travel claim as I was unable to proceed with a coach holiday with Caledonian Travel.Completed and forwarded all requirements, initial problems were with employees NOT responding or following through with their promises.Raised a complaint form,was contacted by their Ipswich office , within days my claim was processed,passed,and payment received into bank.Pity it was necessary to implement complaint process before action completed