Gallagher Bassett Reviews 

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.

Been waiting on a claim to be resolved since November 2025 and even with the ombudsman involved I still can't get a very easy everyday claim payed out for a holiday that I had to cancel since I ended up in hospital,I still haven't been back at work but for some reason I can't get anywhere with this company,

Currently trying to make a claim. I would suggest taking an independent policy. I was a hospital inpatient but they do not accept the inpatient summary. My husband spoke to them after speaking to Sykes Cottages and their referral but do not acknowledge this! Don’t bother with them. Next step for me personally is Ombudsman. Please don’t waste your time or money. I certainly don’t need this after being seriously ill.
Still waiting for a response! I contacted the email address please note to everyone you do no longer speak to anyone.
Well it is 1st June now and they are requesting information I’ve already sent to them. They want their cancellation form now to be stamped by GP. This was at an extra cost for £57. Please do not use them as the service is appalling.

⚠️ ⚠️ ⚠️ WARNING TO ALL LANDLORDS – DO NOT GET EXPLOITED & SCAMMED

NETWORK CHAIN:
CIA (Broker) → Gallagher Bassett / Axa Claims Management → Akel Underwriters → Lloyd’s

This is a group of scammers & fraudsters!

I paid premiums for years expecting protection, only to be abandoned and left picking up the pieces when disaster hit. My property was completely destroyed by fire caused by my tenants’ malicious acts.

Gallagher Bassett – acting for Akel Underwriters and Lloyd’s – spent months interrogating me, creating distress & hunting for any reason to reject my claim.
They dragged out investigations just to hide behind one single clause, ignoring my total loss and leaving me with life-changing financial ruin.

They weaponise fine print solely to protect their profits, delivering none of the cover you paid for.

Don't get exploited as a small landlord! ⚠️

If I could give this company 0 stars I would. We (unknowingly) took out a travel insurance policy with them by booking through Sykes Holiday Cottage. My Dad unexpectedly died the day before the holiday, but despite 6 weeks of sending them endless forms, proof of this, proof of that, long phone calls, they refuse to compensate us. They are total scammers. If you have any way to avoid them then please do.

No problems for me,my claim was all sorted and money into bank account within 17 days of submitting our claim.
******

I am extremely dissatisfied with the service I have received from this company. Despite waiting since February 20, 2026, for a payment, I have not been contacted. Although I made an out-of-pocket payment, I still have not received my refund. The company continues to provide the same response. I was told to expect a callback within 48 hours, but it never came. When I tried to follow up, I was rushed off the phone. I am surprised that this company remains operational given the poor service.

I am actually seeking out an attorney to file a class action lawsuit against Gallagher Bassett. From reading these reviews I'm not the only one that has been affected by their lack of competence. They have been sued before for bad faith and inadequate representation. Their delay in authorizing medical treatment could get someone killed.

Gallagher Bassett has been extremely disappointing to deal with. Communication has been consistently poor, emails go unanswered and phone messages are ignored, leaving you completely in the dark for long periods. It seems their tactic is to take as long as possible to address anything, in the hope that you go away. This has now been going on for over 5 years, and I will now be looking to progress with the legal claim that their client requested I pause so they could come back with a workable proposal.

There is also a clear lack of consistency in their handling of the case. The reasons given for denying responsibility seem to change over time, often contradicting earlier statements. At one stage, there was even a written admission of fault, only for this to later be withdrawn without any clear or credible explanation.

To make matters worse, some of the responses provided have been factually incorrect, which only adds to the frustration and undermines confidence in their process. Overall, the experience has felt disorganised and unprofessional from start to finish.

Based on my experience, I would not recommend Gallagher Bassett.

Quite possibly the worst company I have ever come across! Emails are ignored, the tel numbers on the emails are never answered. I have already emailed ‘feedback’ and that team are no better. I’m left wondering whether actual people work here. Surely they can’t be this incompetent?

I gave a 1 star as zero is not an option. My travel insurance claim from Insure and Go has not been settled as Gallagher Bassett have repeatedly asked for more documentation despite having all the correct documentation I have . They keep asking for a drs letter to back up what we have provided. They have drs diagnosis on headed notepaper, signed,dated and stamped . Credit card statement as proof of payment. Pharmacy receipts. This has been ongoing since my husband submitted our claims on 26th February 2026. Astonishingly they have paid my husbands claim with identical documentation. Very poor customer service they don't maintain regular contact ,you are unable to speak to who is handling you claim . Constantly use delaying tactics to avoid paying a claim. Avoid,Avoid, Avoid this company at all costs .

UPDATE:

They paid £1,900 out of a £3,500. claim. Somehow, they ignores a whole cruise (approx £1,550) from the settlement so I'm having to chase again.

REPLY: Gallagher Bassett have replied with their std response to email them, which I'd already done using the "feedback" email address they have now shared.

ORIGINAL REVIEW: PRE-EXISTING ANNUAL TRAVEL INSURANCE SOLD BY INSURE & GO

Unfortunately, I had a Stroke in mid-February, was in hospital for 4+weeks and had to cancel a holiday.

Gallagher Bassett are the claims handler.

I submitted mt clain - which included documents from the 3 hospitals I was in, NHS 111 call record, ambulance documents plus invoices for non-refundable hotel stay, easyjet flights not taken and our 2 back-to-back cruises.

TWO WEEKS LATER they sent me a medical form for my GP to complete. The key issue is that he was not involved in any part of my Stroke journey - so how can he complete the form! It did not ask about any other conditions that might void the Policy (which was strange) even though I had declared them correctly.

The Medical Certificate form was also full of errors which have been pointed out to Gallagher Bassett but no response.

Insure & Go claim that 99.9% of claims are paid within 4 days (of receipt of paperwork) - yet the claims handler are so slow that I would think 3 months may be a more accurate timeframe. I can only hope they speed up as being out of pocket for £5,000+ is not helping.

I took out travel insurance with ALL Clear - based on Which reviews - and now I'm in the unfortunate position of needing to make a claim it turns out that I need to process the claim with Gallagher Bassett. Their online portal for claims is ridiculously difficult to use and at the moment seems non functioning. I have rung them and was promised a call back - nothing. I have emailed and again received no response. I can't imagine All Clear Travel having my custom again anytime soon with this awful service.

We have a gold plus annual multi-trip policy issued by All Clear. We submitted a claim on 25th March 2026 relating to additional costs we incurred arising from last minute train cancellations in the Spanish part of our recent rail holiday due to the line closure between Madrid and Cordoba, following a rail derailment, and issues following storm Leonardo in Andalucia and our claim is being dealt with by Gallagher Bassett (ZUR7/134844). After hearing nothing for over 2 weeks we receive an email thanking us for the information but saying they could not progress our claim without additional information totally unrelated to our claim such as invoices for return flights to/from the UK; we travelled by Eurostar and those journeys were not affected by the issues in Spain. We were also asked to provide a document for a missed return flight to the UK which did not occur. We provided a very detailed covering letter explaining all the circumstances and it seems that the claim handler didn't bother to read it.

I purchased their Gold Level policy expecting comprehensive cover. When I became stranded in New York due to severe weather, the insurer refused to help and hid behind small‑print exclusions that were never made clear at the point of sale.
I paid a premium for protection and honesty, but instead I received the opposite. Based on my experience — and the many similar complaints visible on Trustpilot — this company appears to rely on misleading wording and unfair terms.
I intend to take this matter further, including legal action if necessary, and I welcome any supporting cases from others who have experienced the same treatment.”**