Gallagher Bassett Reviews 

Great service, help and reassurance from Phovee with our claim when I took ill at the airport recently and was unable to travel. We were supported throughout by Phovee who was helpful and professional, responding quickly to all emails and providing reassurance at a very anxious time. Don't understand the negative reviews - our experience with the company has been a very positive one. Thank you Phovee!

Came here to add to the negative reviews. As consumers we would not have entered into policy purchases had we known this company was the handler.
Like all the below, clearly something has gone terribly wrong with this companies representation to the third parties we are all buying our insurance from (given that they appear to represent so many different companies)
Should be a straight forward travel insurance claim. Zero action, zero response, ping back emails left un actioned. If your here, I guess you also got conned into a policy and are here disappointed and angry trying to warn other too late because we were ALL miss sold. Ombudsman is the only next step. Not holding my breath for a reply anytime soon from these cowboys.

I had to come here to read comments. I used Asda insurance before travelling in November , put in a claim they do not seem to be helping at all. Do not use them please

TERRIBLE TERRIBLE TERRIBLE. Avoid at all all costs. Won’t reply to you. Yet when you phone they will tell you that you will receive an email in ‘1-2 business days’- absolute rubbish. It’s been 4 weeks and still nothing.

If you work here, please ask management why they don’t respond to emails.

Shocking company, it’s taken 5 months of be chasing up ( I emailed again after a month had passed), sending in documents etc, sleepless nights to be then told… we won’t cover you! Joke of a company I would avoid at all costs to be honest, they make out like what you tell them is made up and even tho you pay for cover, when you try claim you get absolutely nowhere. Getting robbed aboard is a very stressful situation, and even more stressful when you don’t get any help atall.

I got a call from the main company ( not Gallagher Bassett ) apologizing for the service and how long will it taken just to be declined they also offer be 250 pounds compensation as a sorry (Which I highly appreciate).

So this is a scam company, do not take out insurance with them atall they won’t help when it’s needed the most, shocking customer service will avoid and recommend to anyone to avoid.

STAY AWAY FROM INSURE AND GO THEY USE GALLAGHER BASSETT. don’t cover you for anything, take months to even review things and then take even longer to make decisions

I submitted a claim on 7th January 2026. Rang today for an update and was told it was in a queque and she could not giv e me a timeline as to when it would be reviewed and if it would be subsquently paid out.
Beware if you claim on All Clear Travel Insurance.
All Clear claim 99%+ claims are paid within 5 working days. I must be one of the 1% unlucky ones.

I'd like to single out Marnie, who i spoke to on Friday 16 Jan 2026

The claim has been going on for some time, but Marnie helped me today getting the final paperwork emailed through and onto the claim.

Her professionalism and lovely manner were spot on and I feel reassured its now all going in the right direction.

She gave me a timeline of the final steps in the claim and I look forward to hearing all is in order and payment will be made to us

Thanks to the whole team, its not been easy as the claim is linked to the loss of a dear family member

Ref: ZUR5/174023

I was referred to these bandits after filing a claim with INSURE & GO who agreed on the phone I had a claim. Now, according to these bandits (Gallagher) I don't. I have asked INSURE & GO several times in emails for a copy of the audio recording - you guessed it, no reply! I will be taking matters further and involving the Ombudsman, Rip off Britain. There is currently a webpage being developed which explains the stupidity & 'get outs' used by both this outfit and the other Gringos. I have asked Jessica F (Gallagher) to explain her calculation used to determine a no claim - again just ignored! The webpage will be shared on all social media platforms to which 1 follower has in excess of 420,000 followers. These two outfits: INSURE & GO & GALLAGHER are utterly disgusting & I intend to expose them for what & who they are.

Jan 15th:

Insure & Go replied (See review TRUSTPILOT on their site) - no doubt due to the truthful & disgusting customer service, so far. The claim has been escalated & they are dealing with it direct, cutting out these COWBOY BANDITS, Gallagher.

Why any reputable company would use this DOG & PONY outfit, beggars belief!

Jan 16th: See their reply
Jan 17th: No reply
Jan 18th: No reply

Jan 19th:

The Bandits sent an email saying they have now looked at my claim again, here's the outcome from them:

Suitcase purchased in 2019 - £110.00

Less 20% wear & tear

Less £60.00 excess

>>> Pay out: £28.00 <<<

I dispute the 20% 'wear & tear' as utter rubbish. We were in full lockdown for 2 years with the COVID rubbish and travel was not possible. The first time this case been used was on this holiday in September, so effectively it is BRAND NEW!

I can provide photos that will prove this. Not once have you asked me about the condition of this case - not once! You just automatically ASSUME the worst. Anything to reduce the claim. Your reviews say it all about who and WHAT YOU ARE!

Webpage almost complete, time for social media, to let innocent people know about you Bandits, and to be sure to ask who handles the claims when taking out travel insurance; if it's you lot? Don't take out the insurance! Your reviews say it all.

I appreciate that the majority of people using Gallagher Bassetts insurance claim services won’t be due to a positive situation so they are on the back foot. However, in these moments companies can prove their values by either providing efficient support, or not. Unfortunately for GB it’s the latter.

The policy was purchased via Travel2go.

Ultimately I received the payout I was due, eventually, which is the main positive and I am grateful for their processing of a holiday insurance claim. However this took multiple chasing emails to ask on progress. And, worst of all, I was initially paid out a significantly incorrect amount I was contractually allowed due to their ‘misunderstanding’. Luckily I am of the ability to challenge this, others might not be. So they appear to either be unqualified / quality controlled to review contractual terms and information provided, or deliberately seeking opportunities to underpay. Either way the result wasn’t straight forward, took 3 months, repeated questions, and it’s a good job I wasn’t dependant on receiving the money owed urgently. That said, I haven’t been through this process before to know of ‘normal’ service and timescales in the industry.

To their credit, I did speak to a member of staff (Kayleigh) (she rang me) and she was very polite and professional.

Unfortunately, as most people buy the insurance via a third party and not knowing it’s GB behind it, it’s likely most won’t know they are using them until they experience the above. I can only hope the negative reviews result in GB management reviewing internal process to improve their reputation. Given that might cost them in payouts, I’m not hopeful.

One star is one too many tbh. We insured through All Clear travel insurance which was given a grear rating by Which. My husband fell ill with pneumonia so we couldn't go on holiday and the GP filled out health forms ( costing £60+) and all our paperwork was sent to Gallagher Bassett as instructed. Since last summer we have had no response whatsoever to our increasing anxiety and annoyance. Don't use any insurance company that contracts out to Gallagher Bassett is our advice. We are in touch with Which about their recommendation.

Neither Chris Kennell or Mathew Dolton considered all of the evidence in my claim and both illegally denied my claim despite there being clear evidence that DCJ Housing Maroubra were at fault.

I advised our client services officer of a lounge left by a repeat offender hoarder tenant in the common area blocking off half of the stairwell and said this is a safety hazard. She did nothing about it and the lounge was set on fire by an unknown person.

Gallagher Bassett claimed that despite me showing a clear screen shot of me informing both the client services officer and DCJ head office that it could not be confirmed that I informed them and denied my claim. Then they claimed that I informed them in an unreasonable amount of time for them to act even though the client services officer could have made a phone call to the hoarder tenant and told him to remove it or arranged an emergency contractor to remove the lounge.

I suspect that either Chris Kennell or Mathew Dolton or both have some sort of relationship with the client services officer because why would they both ignore clear evidence then make excuses for her lack of action?

If I hand someone a gun and they shoot someone, I am also liable for their injuries for providing the weapon. The client services officer neglected to have the lounge removed or even make a phone call to the tenant and it was set on fire, putting every tenant, our pets and our personal possessions in danger, therefore she is liable for the damages.

I have serious respiratory issues and have been living in a smoke damaged apartment among smoke infected items for the last 6 months because as a disabled pensioner, I cannot afford to replace the items that are damaged. Neither Chris Kennell nor Mathew Dolton care about my situation despite my claim being extremely conservative and me not claiming for absolutely everything I could have claimed. These people demand photos of the damaged items which costs a lot of money to print so now I am out of pocket not only for my personal belongings but also putting the claim together.

They are acting like the claim would come out of their own personal pocket! Or are they worried that their potential friend, the client services officer, may be held accountable by her superiors for not doing her job properly? Whatever the reason is, it stinks of corruption.

Avoid this company, they are disrespectful, uncaring and ignore clear solid evidence. They will side with whoever is paying them which in my case is the government. Chris Kennell and Mathew Dolton are brought and paid for and should be ashamed of themselves for tormenting disabled people and leaving them to suffer consequences through no fault of their own.

I took out insurance with Sykes who use Gallagher Bassett.

We were unfortunately unable to go on holiday as a member of the holiday party fell and broke her hip.

The only hold up we had was the Drs taking 12 weeks to complete the insurance paperwork. As soon as this was completed and sent we had the pay out writhing 4 days.

Very happy with the swift payment.

It is important to send documents they request but once done I found a very swift response exlplaining the payout breakdown and funds in account promptly

Many thanks

Absolute shower of shit. Delays. Ridiculous requests for endless info. Not responding. Not fit for purpose. Will be reporting to insurance ombudsman.

I have been direct from my insurance company to this claims company to submit my claim. A simple claim has now been going on for over a month. There is no reply from any correspondence for over a week other than a generated email response that they received your email and documents. There is no consistency and no accountability for someone dealing with the request. It's as if its run by a tick box generated AI system. They will make you jump through hoops to validate a claim so be prepared. It's as if their role is to delay or stop any claim and ever claim is fraudulent until you prove otherwise.

Enough is enough I will be emailing the above to suggest a full investigation into travel claims handles by Gallagher and Bassett.
To clarify
1/ Uncontactable to discuss a potential cancellation claim or reschedule of trip due to being unavailable Friday Evening to Monday Morning.Leaving the customer to make decisions on cancellation when advise was needed.
2/ Web site would not accept my address or post code to make an online claim.
3/ Repeated calls at No1 in the queue never getting answered.
4/ Emails for help not replied to.
5/ Complaints email not responded to in 7 days.
6/ I have confirmation email from Able 2 Travel of their frustration at communicating with Gallagher and Bassett.
7/ When you get a contact to submit a claim they just keep coming back for more information or querying information although the customer is at fault.
8/ Initial told don't need a medical certificate from GP as patient in hospital, then you do, I pay £50 to the GP then to be told it is not verified but on my wife's NHS app.
9/ Trying to find any reason possible not to settle a claim.
10/ How many more cases of claims not being settled a freedom of information is needed to verify.
11/ In such medical cases compassion, customer care, and assistance should be offered.

I am stressed angry and had enough, what type of company are Gallagher and Bassett ? A full investigation will find out

My name is Maria Castro, and my claim reference is UK841818.

After 1 year and 4 months of providing all requested documentation and information, I accepted your final settlement offer to avoid further delay. I was explicitly informed that payment would be on the week of 2nd December.

It has now been two weeks, and:

No payment has been received

No confirmation has been provided

No response has been given to my follow-up communications

This delay is unacceptable. The settlement was agreed in good faith, and the funds are required to cover documented losses already incurred.

Please confirm in writing within 48 hours:

The exact payment date

The payment method

The reason for the delay

I just want to put this behind me, and I don't want to escalate it to Oudsman, I just want to put this behind me

Please treat this matter as a urgent , I need this settlement to be paid out to cover losses, money I don't have in my pocket.

Kind regards,
Maria Castro

I was very sceptical about my travel insurance claim after reading all the negative reviews. But after a slow start struggling with the claims portal and no contact from GB. I decided to contact Just Travel who I had taken the insurance out with. They replied very quickly and told me they had contacted GB and they would be in contact. Same day Renata from GB contacted me explaining the insurance claim and telling me that they have approved the claim. 4 days later the money is in my account all sorted . You need to be patient with them but I can say GB were very efficient and a big thanks to Renata for sorting the claim out.

Due to a serious underlying medical issue I have a pretty expensive annual policy with All clear. We had a 20 hour delay on our recent trip and looking at my policy I could claim for £50 each for my partner and myself. Not big numbers but I thought I would submit a quick claim as it should be nice and straight forward. The claims processing company is Gallagher Bassett. I have now spent a couple of hours in their portal submitting the various information only to be met (twice) by the spinning wheel of death so I can't submit the claim. This is not a IT issue at my end. I give up. I can't spend anymore time attempting to make a legitimate claim.

Just made a claim for a missed port on my All clear policy . Do not understand so many poor reviews?
Handled swiftly and paid out in 13 days !
I completed my claim on the on line portal with ease and had been kept upto date via email as to the progress of my claim .
Great service provided by this company ! Can only assume negative reviews so high as most people leave negative reviews if a claim not been successful and those successful claim people do not bother giving positive reviews as already have a good result??
Excellent experience here 10/10
Thanks for your support...