Gallagher Bassett Reviews 

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

Awful - never respond to any emails. Awful service. Make the same automated requests multiple times. It's fairly clear I'm going to end up taking this case to the Ombudsman.

Scam company. I bought a travel insurance from them and I had to use health service in United States.
That's when my problems started.
Their claim procedure is over complicated. They request all sorts of documents over and over again and there is no hope for the positive outcome.
AVOID THE SCAMMERS AT ALL COSTS!!!

As everyone else reports - this company seems to be a scam. They do not respond to emails and do not answer their phone lines. I am unable to submit a claim because of a minor error in their portal and I cannot contact anyone to rectify it, which means my insurance policy is useless.

Logged a complaint 12 days ago not one acknowledgement or response to any emails nothing. Uploaded all documents all proof doctors forms, Invoices everything. I don’t know why companies are using these for claims if they don’t respond? There opening hours are Monday - Friday 9-5? Like if you are so behind why are the working hours so short? You’d think they would open more hours to accommodate there work and get rid of the 1 star reviews! Shocking. I can see all the responses on here are telling people to email the feedback email already done that that doesn’t respond either !

No communication
Portal doesnt work.
You cannot see your password as it is encoded. It doesnt recognise saved password either.
No pay out.
Feels like a Scam company.

DO NOT US THIS COMPLANY THEY SCAM THEY HAVE 1.5 STARS FOR A REASON. My claim started all the way back in March and they sent me a few letter in the mail talking about if you’re under any of these 10 questions, please contact the office. I was not under any of the questions so I did not contact the office. I got the same letters in the mail constantly so I didn’t think anything about them and then when I noticed nothing was happening I called in April nothing happened there either. I left voicemails with nothing and I left emails with nothing until just recently. I forgot about it, but I got a piece in the mail saying that my claim was qualified for closure. So I called and the customer service didn’t understand what I was saying at first he was bamboozled and then when I called the supervisors, apparently two out of three of them weren’t even working. I had to call the third one down just for her to not answer the phone I called eight times in five months. She never has answered the phone. I don’t even know what she sounds like. I left all four of them voicemails. I finally got back to after three hours just to get told that the letters apparently had to be sent back with signatures that had no signature lines on them. The supervisor that was helping me on the phone told me that since it was a bruise, it should’ve been healed in 14 days and I wouldn’t even have gotten workers composition what she didn’t know that it was a contusion of the hip that is a bone bruise it still hurts after. almost 5 months. Yet, of course she had to laugh at me I asked if she even knew what a contusion was and she said she was very qualified but when I told her the case she switched up and said they do hurt past 14 days like how inhumane does someone have to be like actually . I have never felt so ashamed with a company. I still maintained my composure and asked is there any way I can resolve this case and she told me no even when on the letter it says that I can it’s unfortunate to see people with such attitudes at such a high level someone like this shouldn’t be at a supervisor as a supervisor myself I understand you should make a resolution with the customer rather than argue against the claim there making especially if you don’t understand the full story. Honestly I wish I would take legal action for what the supervisor did to me. I didn't just lose money but I also lost my hope in this company they are definitely going to go bankrupt soon and I’m happy to see it go genuinely the worst experience of my life.