Gallagher Bassett Reviews 

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.”**

This company is terrible, I've been on workman comp for 10 years now. I've worked with so many adjusters and few were very well and had no problems with them. But I will note Vincent Martinez is the worst I've had him twice in the 10 years. The first time thank God he didn't last very long being my adjuster. This time he is a pain in the freaking ass. I've been getting reimbursed payment for out-of-pocket and mileage with no problem until he became my adjuster again and I knew it was going to be a problem. Same s*** as the first time.

Absolutely diabolical, and I will not be using them again.

On a recent trip to Mexico, I badly gashed my leg on the first day, requiring medical assistance.

On my return I claimed only for medical expenses, although I’m convinced if I push it, I could claim the whole holiday, as I was unable to swim or take part in any activities…and was thoroughly miserable throughout and couldn’t wait to get home.

I am still receiving medical treatment 5 weeks on…

We are talking £190.00 for medical expenses for goodness sake 😡

Three times, three different claims advisors have demanded relevant documentation, which I have provided….and not one of them has had the common courtesy to acknowledge receipt…AND where is the continuity?

I WILL submit a claim for the whole holiday, together with medical records from my surgery, if the complaint I have submitted is not dealt with as a matter of urgency!

Avoid this ridiculous company at all costs, as they are making my life hell 😞

My claim reference is Mill2/158984

I strongly recommend not insuring yourself with this company they don't look after their customers at all and ghost your emails. They copy and paste the same reply to all their 1* reviews to make it seem like they care about their customers when all they will do is take your money and not deliver the service you pay for
1

We had to cancel our holiday due to my wife was advised not to travel due a illness by the hospital in February.
So we submitted a claim form to Gallagher and Bassett and submitted all the information they requested.
This is was the first time I have needed to claim on travel insurance everything went smoothly and the claim and payment was settled within 7 weeks.
I was worried about making a claim with Gallagher and Bassett after reading the reviews but I need not of worried.
Thank for your help.

I’ve been chasing an insurance claim for months and the experience has been incredibly frustrating from start to finish.

Communication has been very poor – responses are slow (if you get one at all), and I’ve repeatedly been asked to provide the same documents multiple times despite already sending them. It feels completely disorganised and like no one is actually taking ownership of the claim.

The whole process has been unnecessarily stressful and dragged out far longer than it should have. At a time when you need support, this has been the opposite.

I would not recommend based on my experience.

This company is a disgrace. They owe me a settlement fee due to their client driving into me they have agreed the fee, they have the bank details yet 4 months later nothing. Michelle humphries of GB has lied to me and refuses to answer anything. Her (their) ethics are disgraceful. Richard Hill and Manan Sagar who run this shocking business should be ashamed of themselves allowing their company to run like this. QBE should get rid too. As should their client independent data services. . These type of companies should not be legally allowed to continue. Read their reviews. You should be ashamed GB. Minus any stars. Do not go near them. They should not be allowed to practicing insurance. Also i habe emails to back this up. 1.5 stars on trust pilot is generous. Get your claim back.

Never again as an employer
15 years you took my money
You don’t pay invoices for 6 months to me as a service provider then threaten me with late fees if I’m a few days overdue with a payment on my employee insurance
Hypocrisy at its best

July 14th 2025 I was knocked over by West midlands transport bus driver started to reverse over me and knocked me over a bystander stopped the bus buses should not reverse,since then denying fault !!commutation poor they say they or the driver is not liable
They just want it to go away
Jacqueline Ball

I have been dealing with Tanya from Team 3. It's been v stressful as the accident was not my fault and I have never had to deal with anything like this before. But, Tanya has been excellent with communication throughout the whole ordeal.

I had a travel insurance claim because my wife was ill and could not travel. This outfit act as partner/agent for All Clear and like most other people I had a very difficult time with them. Just kept asking for more information not relevant to the claim in order to delay the process. Eventually settled but it was very painful. Be warned if you use All Clear because if you have a claim this is the company you will have to deal with.

Update:
I have sent an email to your feedback department as you requested in your reply below, and have not received any response from you. I’m sure this is a glitch or an oversight, as I don’t think you mean to frustrate your customers further. Please acknowledge and deal with my claim. Thank you

__________________________________________________________

I am extremely disappointed with the handling of my medical claim, and reading other reviews, have concerns regarding the unacceptable delay in settlement.

I reported the incident at the time while on holiday and provided all documentation at the time. The World Travel Protection medical team has already approved my claim, and indicated it would be settled promptly. Any additional requested documentation has been provided in full.

Despite this, I am still waiting a month later with no resolution. Instead of progressing the claim, there appears to be unnecessary delays in processing, which is inexplicable and frustrating.

At this stage, I would have expected prompt settlement as promised in the email from World Travel Protection, rather than continued inaction. This experience does not reflect the level of service one would expect when purchasing travel insurance for peace of mind.

I would appreciate this being resolved and paid fully without further delay.

I will raise a formal complaint next week if my claim is not processed and paid as already indicated by your medical partner. There is no moral excuse for these delays.
Zur13/109087

If possible, i would've given them o or F.Not caring or responsive.

Only gave 1 as 0 wasn't an option.
Claimed for medical expenses with all correct documentation and all they keep asking for is flight and hotel booking information, which was given but not in the correct format! I'm not claiming for flights or hotel so please just stop with the delay tactics.
Insurance purchased through Great Cover.

Do not use, awful company

I had initial issues with delays to acknowledge my claim, and the process was somewhat convoluted, but once that was overcome, I have to say that my claims were dealt with fairly and within an acceptable period.

Last week in Delhi , on our way back to the UK, my wife took ill with a suspected stroke.She was detained in a Delhi hospital overnight for tests & observations then after consultation with the senior Neurosurgical Surgeon ( one of the most eminent in India)was told she was fit to fly, signed the appropriate paperwork allowing this and advised her to start further treatment / investigations asap on her return to the UK - her condition was stable. I contacted the Insurance Company as advised on Group Accident Ins certificate at the earliest opportunity. Their response was woeful.
A company called Crisis24 ( working with / for Millstream / Gallagher Bassett ( insurers) were tasked to help us . They did anything but.They used delaying tactics, tried to tear holes on the medical report , disagreed with the advice of the Neurosurgeon, insisted on arranging another examination.Was no help in financing the treatment ( £1800 - we paid)no help in arranging additional accommodation ( I did it via Booking.com) and no help whatsoever in arranging flights home( we eventually dud it ourselves)
Their overall attitude was obstruction, nit picking , obfuscation and unhelpfulness.
We managed to get home under our own steam and at our on expense via Dubai ( as missiles fell)
Millstream , Gallagher Bassett & Crisis24 were an absolute disgrace and are subject to official complaints
In times of crisis they were a shambles and tried to do anything to get out of their responsibilities.