Gallagher Bassett Reviews 

Do not use, awful company

I had initial issues with delays to acknowledge my claim, and the process was somewhat convoluted, but once that was overcome, I have to say that my claims were dealt with fairly and within an acceptable period.

Last week in Delhi , on our way back to the UK, my wife took ill with a suspected stroke.She was detained in a Delhi hospital overnight for tests & observations then after consultation with the senior Neurosurgical Surgeon ( one of the most eminent in India)was told she was fit to fly, signed the appropriate paperwork allowing this and advised her to start further treatment / investigations asap on her return to the UK - her condition was stable. I contacted the Insurance Company as advised on Group Accident Ins certificate at the earliest opportunity. Their response was woeful.
A company called Crisis24 ( working with / for Millstream / Gallagher Bassett ( insurers) were tasked to help us . They did anything but.They used delaying tactics, tried to tear holes on the medical report , disagreed with the advice of the Neurosurgeon, insisted on arranging another examination.Was no help in financing the treatment ( £1800 - we paid)no help in arranging additional accommodation ( I did it via Booking.com) and no help whatsoever in arranging flights home( we eventually dud it ourselves)
Their overall attitude was obstruction, nit picking , obfuscation and unhelpfulness.
We managed to get home under our own steam and at our on expense via Dubai ( as missiles fell)
Millstream , Gallagher Bassett & Crisis24 were an absolute disgrace and are subject to official complaints
In times of crisis they were a shambles and tried to do anything to get out of their responsibilities.

Took holiday insurance out paid up front never in my life had to claim medical expenses ect, was unfortunate to get norovirus on board a cruise ship and was isolated in my cabin, the cruise company refused us the scheduled fight home so we had to book a hotel and flight and sort all transfers out myself also the excess parking costs at Manchester which were extortionate ect at my cost, when I got home I was passed onto these on behalf of the insurance company, I know they have a job to do but I sent all bills/ invoices to them and paperwork that the cruise company gave us to help with the claim including photographs ect, I felt they made made it very difficult to justify a claim and hanged the bag out, it took more than 14 weeks from start to finish but they paid out in the end which I appreciated, but I was only getting back Money back I had laid out in the first place and had a ruined holiday.

An usual situation, we parked our car on a residential street near where a cricket club were playing, someone did an amazing hit, and the ball came straight over the perimeter fence straight through our sunroof. The cricket club admitted liability and gave their details Gallagher Bassett, we had to pay £450 excess to get the sunroof repaired, our insurance company are saying we have to be in touch with Gallagher Bassett to get the money back,Gallagher Bassett have paid the cost to have the sunroof repaired, but we cannot from either insurance company get our £450 excess back and are just being passed from pillar to post and being given telephone numbers that don't exist from Gallagher and Bassett and our insurance company have apparently sent emails on numerous occasions about the claim to Gallagher and Bassett, but no one has clue what or who we can talk to about this. CAN YOU AFFORD TO THROW £450 DOWN THE DRAIN BECAUSE SOMEONE SMASHED YOUR SUNROOF, I CAN'T AND I WANT SOMEONE TO TALK TO ME ABOUT THIS, AND DON'T SEND THE gbta.com response, because I doubt that will do anything

As with a previous correspondent, I would give Gallagher Bassett 0 stars if I could, or even a minus. Appalling customer service; it has taken nearly 5 months to extract (a perfectly reasonable) payment from them. I gave up on calling as they didn’t pick up &, on the one occasion I spoke to a human being, she was unhelpful & abrupt. Instead I just kept emailing them but they didn’t reply, even to confirm receipt of documents, such as the doctor’s letter, confirmation of booking etc.I finally received a reply a couple of weeks ago saying ‘We apologise for the delay’. Since Oct 25? Do not touch them with a barge pole - though my travel insurance wasn’t initially through them; I assume it was franchised out. I was only claiming for flights for a weekend break in Spain but due my partner’s sudden illness & hospitalision, I couldn’t go. I wasn’t even requesting accommodation costs.

I have been waiting now for nearly 3 months for my travel insurance claim with Gallagher Bassett to be resolved.
I started it in September 2025 on my release from hospital.Albeit with Reactive, my previous travel insurance companies origonal handlers.
Gallagher Bassett took over in December.
As it has taken so long I decided to look into Gallagher Bassett and arrived here to see many negative reviews all expressing the same issues I'm currently experiencing.
I have posted out a full file containing all information pertinent to the claim.
I have then been contacted by email by different people requesting the same information over and over again despite the file i sent containing everything.
Weeks and weeks have slipped by and there's been little to no contact to update me on my claim despite them stating someone will be in touch in 5 days.
I am nearly £2000 out of pocket and judging by the reviews here, i wont see any of it returned.
It may be a case of getting the insurance ombudsman involved as I cannot understand a company trading as a insurance claim handler being so bad at their job judging by the many negative reviews posted here.
I will update this review again if they ever decide to resolve my claim.

Pray you never have to deal with these criminals. Unfortunately most large organisations are insured by companies like this. They are deceitful, sly, underhanded & will do anything to avoid paying a legitimate claim. Especially if the claim is ongoing. Should be penalised & litigated for gross misconduct in every country they operate

I’ve been waiting since Nov 25 for a claim on my travel insurance. Always going to contact me but never do. Hopeless. Last email said they would be in touch in 5 days- still waiting 18 days later.

DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES

My family member had a heart attack before Christmas and I’ve had to cancel our travel plans. At what is an already awfully upsetting time for us, this company have made our lives hell! They don’t respond or acknowledge your claim or even advise the next steps.
They’re clearly trying to get out of a settlement for travel insurance we paid for in good faith. Please don’t waste your money, they’re not worth the money & hassle.
The customer service is none existent and they don’t care about you as customers. I’ve emailed twice a day for the last 2 weeks and not one reply! Appalling customer service!

UPDATE - Just had the below response but already emailed that email… again with no response!!

Gallagher Bassett is responsible for processing claims on behalf of GreatCover.

We submitted a claim for $1,787 USD in medical expenses in October 2025. It is now February 2026. The claim remains unpaid.

The online portal they provide has been stuck on "Awaiting documents from you" for months, despite us uploading everything requested within days of the claim being opened. When we called to point this out, the agent agreed it was an error and promised to flag it to a manager. Nothing changed.

We have called over five times. Every single call follows the same pattern: the agent expresses surprise that the case is still open, says they cannot see any reason for the delay, and promises to escalate it. No one ever calls back. No one ever emails. No one ever explains what is happening.

Recently, we were told we needed to obtain a Subject Access Request from our doctor. Our doctor confirmed this is not something we can provide—the request must come from the insurer. They checked their records and confirmed that Gallagher Bassett has never requested this information. So despite four months of "escalations," Gallagher Bassett has done nothing.

The lack of communication is staggering. We have received no updates, no explanations, and no timeline. We are completely in the dark while $1,787 of our money sits unpaid.

Want to give zero but one star is only available option. Came to update, after months of chasing we received an email saying paying £40 ... It's criminal. We are £1500 out of pocket through several none weather cancelled flights. Followed absolutely everything we were told to do by airline. This was not entry level insurance either. They are criminals operating on the absolute fringes of legality and with the worst customer service imaginable. We were blatantly lied to throughout the claim by staff we did managed to speak to and they haven't even covered half of the claim. Utterly utterly disgusted. How anybody can sleep at night working here I do not know. Shameful Cowboys.

As predicted. A standard response from Gallagher Bassett. I did manage to get through by 'phone. They then sent an email asking for documents I had already sent them, twice. I am still awaiting settlement. How do they get away with it.

Shortly, I will be filing with the state of Illinois who licenses places like Gallagher Bassett and I will be seeking others looking for a Class Action Lawsuit against them. There are so many 1 star reviews and they can pretend all they want as they skirt the law. Don't worry Gallagher Bassett, you will be getting your upcoming soon! So far, I have found numerous complaints from workman's comp to travel insurance to health insurance delays. We need to band together against shady companies like this one!
My husband is dealing with their workman's comp right now and they first approved him. Some lady comes back from vacation and says, "Well, I didn't approve it so I'm denying it now." So, this lady is A) Got a Napoleon complex. B) Using stupid delay strategy.
And Gallagher Bassett, don't even try to pretend like you care because you don't. So, don't waste you time with "Sorrys". We will be reporting your business license and anything else we can. I hope your employees enjoy an investigation by the news media and the State of Illinois!

If I could give this company a negative star I would. I have never, NEVER, been able to speak to the person in charge of my claim. Typical insurance company whose idea is to stall and eventually wear out the customer so we don't have to pay on claims. No wonder Menards insures through this company, they both offer cheap goods with no service. Truly pathetic!!

completely & utterly useless... I took out insurance for a holiday, claimed at the start of the week & not heard a word back, the claims form online was a disaster to fill out & all in all just been a terrible service

*Edit*

they've since rang me today, 2 weeks later... saying I will need a doctors note to claim & even then it's not guaranteed, just absolutely useless

4 months and still waiting for this awful company to pull their fingers out never use them

Gallagher Bassett is horrible. A UPS truck hit my car an caused serious anxiety to me an damaged my car. The insurance adjuster has not returned any of my phone calls regarding the repair of my car. I am going to take legal action this point. If I could have left zero stars, I would have. Poor communication and horrible customer service.

My Claim was put in to Gallagher Bassett after an 8 month ordeal with Nuneaton & Bedworth Borough Council. Ive tried calling, emailing and had no response. I was told NBBC had 90 days to respond, which has passed now by a long shot! I have tried contacting and I am just permanently ignored. Phones are never answered, emails not responded to. Very fed up and will be looking at legal action should it not be resolved.

This company is horrible! I'm so sick and tired of getting bounced around from worker to worker. You send them everything and they lie about your payments. They are never in the office. Don't return emails or phone calls. They don't care! Such a disappointment!