Gallagher Bassett Reviews 

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

You are definitely not a priority when it comes to this company. I had a work related injury and getting a response from anyone Gallagher Bassett was like pulling teeth. Very disappointed in the lack of communication and the way anything was set up. I had doctor's calling me asking me if the meetings that Gallagher Bassett had required had been set up because they could not get a hold of them. They were very frustrating and not helpful. It's really a shame. Plenty of emails, no responses call and left messages still no responses.

Like many people, I took out a travel insurance policy through what appeared to be a reputable provider. Unfortunately, when I needed to make a claim while overseas, the experience has been disappointing.

I incurred around £1,000 in out-of-pocket expenses which were approved by their medical assistance partner, and I submitted my claim with all supporting documentation as soon as I returned.

The claims process itself wasn't particularly clear, and I was left unsure whether I had submitted everything correctly due to a lack of information and limited guidance on where certain documents should be uploaded. When I contacted customer services for reassurance, I was simply told everything looked fine and that I would need to wait 12 working days for an update. I didn't find the support particularly helpful.

It has now been over 20 days since the incident and more than 14 working days since I submitted my claim. During that time, I've sent three emails requesting an update and called the claims team, only to spend 10 minutes on hold before being told to continue waiting.

What's most frustrating is that the online portal still shows the claim at just 25% complete, with no indication that it has progressed and no communication whatsoever from the insurer. Claims take time, and I understand that, but a simple update would go a long way. The lack of communication and transparency has left me disappointed with what has otherwise been a very well-known and trusted brand.

Just updating as since they have paid the full claim, and it was very easy over time. I would say im happy with the overlal outcome but feedback would be to keep the client more informed throughout, quicker messages or a better portal to see udpates. over 1.5 months to get full payment from the claim isnt that bad but the communciation could have been better.

I made a simple straightforward travel insurance claim on the 27th of July,documents have been sent and heard nothing!!no reply to emails,tried to ring multiple times spending hours on the phone ,no answer either!!I have paid the insurance for whole year for myself and my partner for nothing!!it is disgusting how people are treated by this claim company and wish I have read the reviews before ive parted with my money!!taking further action as needed!!and now ive got an reply to my review that is useless!!like I said,further action will be taken.

Very very poor service. Long delays in dealing with claim, multiple requests for the same information, returning to me to request information months after the claim was submitted. Repeatedly had to chase them. Two months from claim submission and no outcome and no timeline. If you can avoid dealing with these guys in any capacity (unfortunately my insurer uses them to process claims so I can't avoid them) I'd recommend you do so!

UPDATE
Having chased over several months, the only way to get a resolution with them is to leave a negative review here and also raise a formal complaint. A week later and finally it’s gone to someone who sorted it out. Still waiting for compensation for the hours on the phone and writing emails though…

submitted a claim over a month ago still no reply. emailed multiple times to absolutely nothing back.

I had a claim from a low hanging illegal telecommunications line owned by Charter/Spectrum. The claim happened on June 3, 2025. Charter was asked by the pole owner to accept liability in September 2025 or so the pole owner claims. Eventually I was given a Charter claim number and then sla Claim Number with Gallagher Bassett. My adjusters name is Terrett. I have left messages 8 times with Terrett. Terret over 5 weeks has called me twice and won't promptly return phone calls. My claim number is 040893-199075-GD-01. This illegal wire tore the top off my truck and resulted in my business of 10 years shutting down. From reviews on line I don't have any hope my claim will be handled professionally or promptly. I need someone from Gallagher Bassett to get on the ball and get this matter resolved. I have called Terrett on June 25, twice, June 30, July 15, July 16, July 21, July 28, and July 31. All of these calls and no prompt response. The claim is a year old. This is clearly unacceptable and I'm ready to file a complaint with Kentucky Department of Insurance.

I was provided with a claim number, 30/6/26, but only after chasing GB. I emailed them Thursday 23/7/26 following the format they requested, politely asking for an update. Got an automated response stating they would get back to me in due course. 8 days on I still haven't heard anything. Called them this morning. Can't speak to anyone and apparently they are going to call me back on the phone number from where I made the call, but no timescale was given. Customer communications is a lot to be desired.

Waited three weeks for them to even look at my claim. I had flu and couldn’t travel. GP don’t issue fit to fly note so paid for a private one. I sent screenshots showing the GP would not write one and Gallagher Bassett insist I pay a further 88 pounds and wait 8 weeks for it. They have my NHS summary saying no medical history. Just avoid them, they are scammers and I’m making a official complaint

If I could do less than one star, I assure you I would. Purchased Gold cover through INSURE &GO paying a lot of money thinking if I ever need it, it will be ok. Insure and go state on their website Gallagher Basset respond to claims within 3-5 days. Not working days, just days. That’s a lie. I am on hold and been on hold to try and speak to someone for over an hour now. My emails go unanswered and my claim hasn’t moved or even been acknowledged. I will be progressing matters through the ombudsman from now on because this simply cannot continue. My policy is due to automatically renew with Insure and Go - I will be cancelling that. DO NOT GO NEAR THIS COMPANY!!

Not responding to claim on behalf of Co op Travel Insurance and email says invalid to try and contact them. Don’t know why insurance companies are outsourcing to companies like this to deal with claims.

I had an injury and this adjuster Glendora BENTION was very negligent with my injury, stating that my injury wasn’t work related and could have happened any where! I would not recommend her to be anyone’s adjuster. How can someone make a decision based on little information and an incompetent investigation. Been out of work, by doctors recommendation and this demon deemed my injury not work related.

Had to cancel our holiday as partner taken into hospital for unexpected bypass surgery. Had taken out insurance with AllClear travel insurance who immediately pass any claims into GB. Request information which they’ve already had and move the timescale a further 14 days on once they’ve received it to even look at it! Have been waiting seven weeks already and it just adds to the stress! Shocking service, wait forever for calls to be picked up, and don’t respond to emails. Would not recommend to anyone.

Dreadful! after submitting all of my documents I hadn’t received an acknowledgement or any type of response for two weeks, so I emailed. The next morning I logged into my account to see the claim had been refused, based on a small technicality. Do not use this company, they should be shut down.

PLEASE BE AWARE GALLAGHER BASSETT ARE RESPONSIBLE IN PAYING TRAVEL INSURANCE CLAIMS ON INSURE & GO POLICY & THIS PLATFORM RECORDS 90% DISSATISFACTION?

I took out the ANNUAL GOLD TRAVEL INSURANCE POLICY WITH INSURE AND GO FOR A COST OF ALMOST £1200.00.

I recently submitted a claim having had a medical problem which necessitated cancelling a European River Cruise and originally claimed £6720.00. I realised shortly after, I could have this amount transferred to a future cruise so immediately amended my claim to just claim for what we lost namely the flights which amounted to TOTAL CLAIM OF ONLY £596.00.

After nine weeks I have still heard nothing regarding both these claims, other than an original automated response to confirm the claims had been received. I have also failed to speak to any one at the Claims Company about this?

The problem being when you insure with INSURE AND GO, if you then have a claim you are told to contact their CLAIMS COMPANY NAMELY …..GALLAGHER BASSETT, hence this is where the BIG problem exists with this Policy?

IF THE ‘GALLAGHER BASSETT’ TRUST PILOT REVIEW SITE IS OBSERVED IT WILL BE SEEN THAT 90% OF THE CLIENTS WHO MADE A CLAIM UNDER THEIR INSURE AND GO INSURANCE POLICY, 90% OF THE REVIEWS ON THIS WEBSITE WERE UNSUCCESSFUL & HENCE CLIENTS WHERE NOT SATISFIED WITH THE WAY THEIR CLAIMS HAD BEEN DEALT WITH.

When you look at the travel reviews for INSURE AND GO on Trust Pilot they are mainly very positive and commendable which is why I purchased their gold travel policy in the first place.

BUT NOW ….if in the event you need to make a claim, you are directed to GALLAGHER BASSETT as the claims company they use. HENCE THIS IS THE BIG PROBLEM?

You will observe that by looking at the REVIEWS ABOUT GALLAGHER BASSETT ON THE TRUST PILOT WEBSITE YOU WILL NOTE A 90% DISSATISFACTION WITH THIS COMPANY WHERE CLAIMS ARE NOT MET.

THEY ARE DEVELOPING A TERRIBLE REPUTATION FOR NOT BEING FORTHCOMING IN PAYING THE CLAIMS HAVING BEEN MADE ON THE INSURE AND GO TRAVEL INSURANCE POLICY.

AS THERE IS NO MENTION OF THE GALLAGHER & BASSET AS THEIR CLAIMS COMPANY USED. SOMEWHAT OF A SCAM I SUGGEST?

There is also NO MENTION in the INSURE AND GO policy documents and of the need to use GALLAGHER BASSETT FOR ANY CLAIMS, AND NO CLEAR ADVICE HOW TO MAKE A CLAIM OR WHAT SUPPORTING DOCUMENTS ARE REQUIRED. ALL VITAL INFORMATION CONVENIENTLY MISSING?

THE POLICY DOCUMENTS ARE TOTALLY SILENT ON BOTH COUNTS I WONDER WHY?

I THEREFORE SUGGEST IF YOU ARE CONTEMPLATING A TRAVEL INSURANCE POLICY FROM INSURE & GO, YOU ARE WELL ADVISED TO LOOK UP THE TRUST PILOT REVIEWS FOR THEIR CLAIMS COMPANY NAMELY ‘GALLAGHER BASSETT’, AS A MATTER OF URGENCY PRIOR TO PROCEEDING IN PURCHASING YOUR TRAVEL INSURANCE POLICY.

THE BEST ADVICE I CAN GIVE PERSPECTIVE INSURE AND GO CUSTOMERS IS LOOK ELSEWHERE AND THIS CONCLUSION IS EVIDENCED ON THIS TRUST PILOT REVIEW SITE BY 90% OF CLIENTS BEING TOTALLY DISSATISFIED AND FRUSTRATED BY THE WAY THEIR CLAIMS ARE BEEN DEALT WITH.

I THINK THE ACID TEST FOR KNOWING HOW GOOD ANY INSURANCE POLICY COULD BE, IS SIMPLY HOW RESPONSIVE A COMPANY IS WHEN IN TROUBLE AND NEEDING THEIR HELP?

IN MY CASE OUR CLAIMS FELL ON DEAF EARS WITH GALLAGHER BASSETT,……. PLEASE DONT' MAKE MY MISTAKE AND LOOK ELSEWHERE FOR YOUR TRAVEL INSURANCE POLICY.

I have posted this review which concerns GALLAGHER BASSETT simply because an unsuspecting client will not know about this Company unless they have to make a claim on an INSURE AND GO TRAVIL POLICY?

SO I HAVE SIMPLY LINKED BOTH THESE COMPANIES TOGETHER SO FUTURE CUSTOMERS ARE AWARE WHICH INSURE AND GO HAVE FAILED

I HOPE FUTURE CLIENTS APPRECIATE THIS WARNING AS I WISH I HAD BEEN DULY ADVISED AND IF I HAD OF BEEN I WOULD HAVE AVOIDED INSURE AND GO AT ALL COSTS.

NB: WITH REGARD TO THE RESPONSE BELOW FROM INSURE AND GO REGARDING MY ABOVE CRITIQUE-

I ALSO SPOKE TO A REPRESENTATIVE FROM INSURE & GO RECENTLY HIS NAME WAS REECE, SO HE IS FULLY BRIEFED ABOUT THIS APPALLING TREATMENT I AM RECEIVING AS AN 81 YEAR OLD PENSIONER.

ALL I AM EXTREMELY GRATEFUL FOR IS THIS TRUST PILOT PLATFORM TO INFORM THE GENERAL PUBLIC OF THIS TRAVEL INSURANCE COMPANY, WITH THE SPURIOUSLY ACCLAIMED EXCELLENT SERVICE THEY IN THEIR DREAMS ARE CERTAINLY NOT.

AFRAID NOT, I AM STILL REQUESTED REPEATED INFORMATION PREVIOUSLY SENT AFTER 6 WEEKS?

IT’S AMAZING ON YOUR PERFORMANCE ON THIS WEBSITE THAT YOU ARE STILL IN BUSINESS. NEW CLIENTS WOULD BE ADVISED TO GIVE THIS PARASITIC COMPANY A VERY WIDE BERTH & LOOK ELSEWHERE FOR TRAVEL INSURANCE. I HAD SIX MONTHS REMAINING ON MY ANNUAL TRAVEL INSURANCE AND AFTER THIS FIRST EXPERIENCE I HAVE SHREDDED MY POLICY AFTER THE DESPICABLE WAY THEY HANDLED THIS FIRST CLAIM.

Like all the reviews I am trying to get updates re my claim and my e-mails are being ignored etc. I think the service is shocking and you cannot speak to anyone. I don't hold much hope with my claim reading the reviews but will continue to persevere