Gallagher Bassett Reviews 

Terrible experience. After a bad reaction to new medication I was unable to go on holiday. I put forward a claim and waited.
They asked for some missed medical information, with the promise it would not affect my claim. They said medical information could be put forward months after the claim was made. As this was only weeks, I relented.

I sent a personal document from my doctor with my full medical history, which I was asked for again. And again. And again.
I provided doctors notes. I fulfilled every request.
I waited for seven months. I called and waited and was passed off. My claim was lost, than found again, then I was accused of not providing the data asked for?
Finally, I got my feedback today. Eight months after my claim was filed. They were denying it on the basis that I had not disclosed my medical conditions- the very thing I was promised by a phone advisor would not affect my outcome!
Instead, they had listed past items from my health record - a bad cold, apparently, and resolved anemia - and this was why my claim was rejected.
For the same reason I was promised would not be the reason. Also, a personal listing of conditions which had nothing to do with the claim made. They had skimmed my personal records - records from birth, mind you- and touted them off as reasons to not pay me out.

Do not use this company. My personal history has been used against me, my claim has been frequently lost, I have been lied to and I shall be making a complaint. I only assume they tried to find a reason to not pay me by listing past medical conditions in my shared report, ignoring the original claim reason. The whole situation has been time consuming and distressing. I only wish I hadn't trusted LoveHolidays to arrange my insurance with this company, as the reviews speak for themselves.

My experience with this company was HORRIBLE! In order to get any movement on my claim I had to ALWAYS get a supervisor involved. Otherwise my calls and e-mails were ignored. How this company remains in business with so many dissatisfied customers and low ratings, is beyond me.

Opened a claim through this company after having to cancel my holiday due to a up and coming unexpected surgery,sent everything they asked for including a medical fit note stating unable to travel ,only now to be told I have to get my gp to fill out one of there medical forms(at a cost to me /gp charge £150)due to my illness I'm now off work and can't afford to pay that sort of money! Passing this onto the ombudsman to sort it out ,anyone using love holidays DO NOT get insurance through them as you'll end up dealing with these people

Emailed you ,not sure what you can resolve this

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.