Gallagher Bassett Avis 

Took a while but travel insurance claim has now been settled. They do advise the claim can take 14 working days to initially review. I would recommend calling them to check the claim is complete. Everyone I spoke to on the phone was really polite and helpful. Had to chase a few times following emails as they can take a while to respond. But otherwise I am happy as I have the money in my account! Thank you.

Absolutely horrible. There is a reason everyone hates insurance people. These people are the scum of the earth

4 weeks and claim still not even looked at. Emailed feedback gbtpa.com several times, called several times (waited over 45 mins on hold) and still no further forward. Disgraceful company. Next step will be financial ombudsman.
Looking at the other reviews and looks like I’m
Not alone. This company is a fraud.

My claim no is ZUR13/120800
All my contact details are on the claim for you to respond @gallagher Basset

I would put zero if you let me. My daughter got hit by a drive shaft that fell off of a box truck. This happened May 22 and they finally totaled the car at the end of August and we are getting no response from anyone. We as her parents are having to get a rental car just so my wife can get around. This is the worst I have ever experienced in how to treat people. They are an absolute joke! Hope you never have to deal with them.

We have only Just started our claim and already appalled at the customer service / lack of it. Told had to complete online ... not an option unless i went through another process to be allowed to speak to someone ... Great service G & A, profit margins over custmers i can see is your priority.

So then i get a massive form i have to get my GP to complete ... disgraceful a strapped NHS and GP system and they want the GP spend thier valuable time on this task. Same email asked for proof of flights and hotels ..... WHY we are claiming for neither, I thing demostrating a complete lack of reading the claim and instead sending a template email out.

Now on the phone currently 23 minutes and counting and being told "handlers" are all busy... from the comments on Trustpilot ....... its not rocket science .... YOU NEED MORE CALL HANDLERS!!!

Poor show G&A and i will not insure with INSUREAND GO again ... because they use you to handle claims

I am very disappointed with the communication and handling of my travel insurance claim by Gallagher Bassett.

I submitted my completed claim form and all supporting documents by email on 20 July 2026. On 23 July, Gallagher Bassett confirmed that my claim form and supporting documents had been forwarded to the relevant department. I subsequently received a claim acknowledgement and claim reference number.

After allowing more than 15 working days, I sent a written follow-up requesting an update. As I received no substantive response, I sent another written follow-up. Apart from automatic acknowledgements, I have received no meaningful response to my enquiries.

As of 11 September 2026, I still have not been told whether my claim has been allocated to a claims handler, whether it is actively being assessed, whether anything further is required from me, or when I can expect a decision.

I understand that insurance claims can take time to assess. However, I do not think it is reasonable for a customer to receive no substantive response after several written enquiries over such an extended period.

I hope Gallagher Bassett will review its claims communication process and provide customers with timely and meaningful updates.

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