Gallagher Bassett Reviews 

Again a complete lack of customer care! Received a mail for my own GP to complete a medical certificate for a holiday cancellation! The claim (ZUR13/118777)was not a cancellation it was for expenses occurred while in hospital on holiday! All relevant medical certificates and documents were uploaded to their claims portal! Have emailed at least 6 times with no reply! And the claims portal is now unavailable! Totally unprofessional way to treat customers!! Looks like the ombudsman is going to be the only way to conclude this claim!

PLEASE NEVER USE THIS COMPANY.
I have been awaiting a professional service for 3 months.

PLEASE DO NOT USE this company!!!!!!
With NO professional protocols, no cover for even the very basic of baggage loss, flight loss.

I am exhausted from trying to get any standards of client service from this company.

If I could put 0 stars that would be more appropriate. We were unable to make our bucket list trip to LA due to faults on the Trainline with BA wanting more to switch the flights than we had paid for the holiday. Started my claim in April 2026, received payment last night and the payment I received was NOT the full amount as described in the original policy but told that was the decision made. Put my original complaint in and had to ring 3 times before they started the process. Would respond to emails a month apart each time requesting more and more useless information not related to my policy. Would ask not to be contacted before 4pm due to working and every single time would be contacted prior to that, despite saying approximately 4 times to 4 different people that I would not be able to answer calls before then. The contact I did receive was minimal. I have checked and I contacted the company a total of 16 times for updates over the 5 month period it took for the settlement. Would not recommend a single thing about this company unless you want to be ripped off, left with no communication and a whole lot of stress. Disgraceful communication from disgraceful handlers and I will not be using them again. I will be encouraging people I know to stay well clear from them and I would encourage you to too.

Claimed on policy for a cancelled holiday due to illness. Took GB 29 days to contact me to ask questions to which I had already provided the answers in my original claim. That was on August 19th and other than a missed call from a man named Colin saying he has sent me an email, which I never received, I have heard nothing from them. I have contacted them several times via email for updates as you can not get through on the phone but nobody replies to anything! Worst company I have ever delt with and I will be contacting the FCA to voice my issues.

After posting on here suddenly my claim has been settled but only for half the amount and no reason given

Just terrible! I submitted a claim as we had to cancel our family holiday due to myself being rushed into hospital & needing unexpected surgery.
I submitted a claim & it took them 4 weeks to even show any acknowledgment to it. I received an email asking for flight & hotel booking (which I already attached on my claim) & they asked for my GP to sign the “attached” medical certificate… there was nothing attached to the email! I replied advising they did not attach anything to their email, & now I am still waiting for a response which is coming up to 3 weeks!!!!
I also can no longer log into the portal to track my claim!
You get travel insurance for peace of mind for when unexpected things like this happen & this has caused nothing but more stress, I would never use this company again!

I tried to make a travel insurance claim online for cancellation due to illness. The online experience was difficult so I requested a paper claim, which came reasonably fast. The company send acknowledgement of receipt emails but nothing further on the claim progress. If you phone them best do so at 9.00 am. Later then you will have a long wait. Claim settled approx 3 months after making the claim. Received the full amount expected.

1 star as no option for 0.
Assessor has visited my property to view damages for a claim back in September of last year, despite endless calls to the office & emails still no progress with my claim has been achieved. Complaints department advise they'll update & then go silent.
I can't stress enough to steer clear of this company.

Every response on Trustpilot from GB is automated, they have zero compassion or drive to resolve anything.

Awful and so frustrating.

Submitted my claim end of July and still not sorted or received:

A claims accessor wrongly read my claims policy and paid out the incorrect amount. I am constantly ringing up to get no where. Can’t get to speak to a manager. No response to emails sent. Call handlers not knowledgeable to help when I do get throug. Terrible customer service and so annoying.

If only 1 star was possible for a company that has high turnover, incompetent staff, a useless CEO, and a complete lack of empathy. I called today, and 5 times, my call was cut by an incompetent call centre worker. If you have an issue with this sad excuse of a place, email their CEO, Zahra Green and Scott Newland. But don't expect anything to change. In 2 years, I've had 7 case managers. Staff turnover is phenomenal. Look no further than their google reviews.

They use lower than advertised premiums to lure companies to get Work Cover insurance. They are the worst company, in terms of client care, getting a person work ready, delaying compensation, hiring staff that know nothing about customer service, delaying claims and a host of other unfortunate attributes.

I have submitted a claim and have uploaded all the documents to the online portal and unable to progress to next steps . It’s saying only 25% complete and action required by me to upload documents .
I have emailed Gallagher Bassett 28/8/2026 and no response
I telephoned this morning and at 11:35am it is now 1:50pm and still no pick up . This is over two hours , totally unacceptable. Judging by other comments and the standard responses from Gallagher Bassett to reply to a feedback email , does that get my issues resolved and dealt with promptly?
I should not have to wait over 2hrs to speak with someone and will now hang up the call . Please can Gallagher Bassett provide a more reassuring response as to how my claim can be dealt with promptly and receive the help I need .

I have only been able to contact the person who is dealing with my claim twice. I telephone the main number but no one answers the call.

After always using Insure & Go for years, & always being completely satisfied. I had to make a claim for very the first time ever,but they do not deal with the claims.Gallagher Bassett do. My daughter & I were going away on 27th May along with other friends to celebrate a 40th birthday, on the morning we were due to fly my daughter was extremely unwell, bad stomach, sickness, severe body aching, there was no way she could travel, it was very upsetting as we were looking forward to this so much. I still went as my daughter insisted, on return I did a claim including the no show letter from the airline & the hotel, all on line. When I call it takes 55 minutes to get through if your lucky, it has been months before anyone contacted me, my daughter did have a telephone appointment with the doctor on the 27th May they have asked her to look on her NHS record it is not on there, then asked for something from the doctor, well you know what it is like contacting the doctor for anything thats not an everyday thing,so I don't think Gallagher Bassett are going to pay. What is the point of insurance ?? if Gallagher Bassett would like to reply, I wont hold my breath, my claim number is ZUR5/191668

If I could give 0 stars then I would. This company are unable to meet their own SLAs. No communications from the company and rude customer service handlers. Admissions from the company that the portal is not fit for purpose and that the claim handlers refuse to speak to customers. The worst experience I have had through an insurers. Still no resolution.

8 weeks after my trip was cancelled by eurostar due to a fire and still not heard anything from this awful company, for anyone who has had a poor experience please report them to the Chartered Insurance Institute

After becoming unwell on a cruise ship and needing to use the medical centre onboard, we needed to claim money back for the medical costs that were quite excesive due to it being a private hospital. We had travel insurance with GreatCover and noticed these were the underwriters for their claims and after reading the reviews on here it made us a little worried and stressed thinking we would never get the money back.

We got home on the 19th July and put a claim in under Medical Expenses on the 20th July. I would say communication was limited and we got an email on the 19th August saying our claim was being sent for final assesement. Then on the 25th August we got another email saying to call them due to our bank details being incorrect on our claim. However on the 26th August at around 0530am, the money was sent into our bank account and the claim was settled.

After reading reviews we were worried we would never see our money again and i hope a lot of people on here with outstanding money do get sorted but from our expereince, there has been no problems. It's just a shame that some people seem to be having more bad experiences than good.

Extremely disappointing service

I am extremely disappointed with the service I have received from this travel insurance company, particularly at an incredibly difficult and distressing time for my family.

I had to cancel a holiday because my dad was diagnosed with terminal brain cancer. Sadly, he subsequently passed away. Understandably, dealing with an insurance claim has been far from the most important thing during such an awful period, but the way this claim has been handled has added unnecessary stress and frustration.

I have provided extensive medical evidence, including documentation completed by the oncology team and a letter from the surgeon confirming my dad’s condition. Despite this, I have now been told that a further form must be completed and signed by my GP before payment can be made (identical form to the one completed by the oncology team). I find this extremely frustrating, particularly as the medical documentation has already been completed by the specialist team directly involved in my dad’s treatment.

The communication has also been extremely poor. Responses to emails have taken an unreasonable amount of time, meaning I have repeatedly had to chase for updates. When I eventually called to discuss the claim, I was unable to get a clear explanation as to why only part of the claim had been paid, despite the claim covering both myself and my wife.

I appreciate that insurance companies have procedures to follow, but there should also be some level of common sense, compassion and consistency when dealing with someone who has just lost their father to cancer.

Instead, I have felt like I have had to continually prove the circumstances of what happened and chase the company for answers at a time when I should never have had to deal with this level of additional stress.

An extremely disappointing experience from start to finish. I would not recommend this company based on the way my claim has been handled.

On 29/5/26 we took out a Gold Plus annual multi-trip travel insurance with AllClear. We have always used AllClear because they have always asked the right questions about my blood cancer. Also their service was very good – and we always got the documents from them in a timely manner.
However having now had to make a claim, the service has been dreadful. AllClear use a firm called Gallagher Bassett (CSA) to do their claims and their service is dreadful.
On 10th June my wife fell backwards getting out of a swimming pool and broke her femur. She was in hospital for 10 days and was advised not to travel for at least 6 weeks. As we were intending to go to Greece the following week, we submitted a claim.
On 16th June I began the process of making a claim by trying to register on GB’s claims portal. The portal would not allow me access. So I had to call GB and had to wait for a very long time on several occasions – I was still trying to use the portal until 25/6 because GB had told me to. It was asking questions about things that had happened on holiday – and the injury had taken place before we went so I could not submit the form.
I then contacted them by phone and they said they would send an email to allow me to make a claim by email and not on the portal. However that didn’t arrive as promised and required a further phone call before it was received.
At that stage I submitted the information and the final thing I submitted was on 22nd July. This was the last piece of evidence that they asked for (they had come backwards and forwards for different evidence)
On 3rd August, we received an email saying that the claim had been assessed and sent for final checks. That is the last we have heard from them. We have still not received the claim on 25th August.
We are very surprised and disappointed by AllClear – if they intend to use a different company, they should keep an eye on their service. Also, we are particularly concerned that if we had an accident abroad we have no confidence that AllClear and Gallagher Bassett would respond appropriately and in a timely manner

Further update - surprise, surprise - GB rang us this morning (26th) to say that they had previously emailed us to ask for our bank details. That email was never received (you can see above that emails don't tend to arrive). We gave her our details, and then she said it could be another week as another department had to authorise it. We shall see......

Made a claim to cover my medical expenses abroad, claim has been in approaching 8 weeks (July 6) when forwarded proof (payments for my medical treatment) recived email straight away saying they received them but when you try and phone. Always on hold for more than 1 hr 45 min, handlers say we can only escalate claim, got told on 2 occasions I would get a call back, but never did.

We purchased our travel insurance through the Co-op, but it turns out this lot are the underlying underwriters, and frankly, why a reputable company like Co-op would choose to partner with such an inept outfit is completely beyond me.

My partner and I were stranded in China for an extra 24 hours when we were only supposed to have a brief 2.5-hour transit. Despite a clear day-long ordeal, this company's definition of a "24-hour delay" apparently relies on dynamic mental gymnastics designed purely to avoid paying out.

They show zero duty of care for their customers once things go wrong. Save yourself the stress and money, look elsewhere for your cover.

Following an accident that required me to activate my policy, it should have been simple. I believed I would be able to deal with a professional company however when I came back from abroad I couldn’t tell you how stressful it’s been. I have had no end of issues with Gallagher, I submitted my original claim at the start of July and it’s now nearly September and I’ve got no further. The same advisor keeps asking for the same information and even after sending the information in within 20 minutes I’m still waiting for a response. I have chased time and time again, but nothing… I tried to call the team today and one advisor gave me a number that wasn’t even valid so I then had to ring back AGAIN to get the correct number, where the next agent gave me 2 different numbers. After ringing the first one i was on hold over 2 hours and after about 2 hours they cut me off! All I wanted to do is sort my claim out and the least they could do is reply with the next steps. The whole process has been stressful and not easy especially after breaking my arm! If you have got to take insurance out with this company, please avoid it at all costs cause it has wasted hours of my time to not get anywhere. I really hope they sort my claim out as it’s coming up to 3 months and we havent even made any progress to being paid out.