Gallagher Bassett Avis 

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.

Firstly I did not and would not give one star. I’ve had a work related injury from 5/16/26 & have gotten NOWHERE! No corrective back surgery,No treatments, No therapy. My case worker is extremely rude and obviously doesn’t have mine or my family’s best interest at heart. With an obvious wait until “their” mind is made up. I sit with nothing coming for my lost time. I’ve filled out every form emailed, or physically mailed and returned more than once. I provide the information they ask for and nothing but an “I don’t care attitude, it’s not our fault”. From these other reviews I will need to and be in contact the BBB and another lawyer just to get them to do their job. Im a former Paramedic of 13 yrs and have never felt more disrespected by anyone person or company, employer or seen anything or one stall and put off more.

Travel insurance was bought from Co-op, but it seems like this lot are the underwriters. We ended up having to start a formal complaints process with Co-op which did seem to move things along. I'm currently on hold, 38 minutes and counting, trying to leave details of where we would like the payment to (finally) go. Why a company like Co-op would choose to work with these jokers is beyond me...

If we could give this company (wherever it is based) a minus rating, we would. Submitted a travel claim more than two months ago - not a complicated one... for items stolen while travelling. Since then they have been a total nightmare. We have submitted official declarations made to police, photos, receipts, everything - and we either hear nothing or receive requests for more and more details. (Who can supply a receipt for underwear bought years back?) Really cannot see the point of taking out travel insurance when the risk assessors do everything to avoid meeting their obligations. And now we get the standard nonsense that feedback is important, your views matter etc etc. Words, words, words - and nothing has changed. They have time to respond (vacuously) to critical reviews but not time to respond to the claim which is STILL outstanding. Classic corporate (I'd like to use a word that begins with b and ends in t, but then my review would probably be classified as defamatory.)

My fault for using this company as part of a hotel booking package. Despite loading all of the information I could about an aborted stay in Paris due to a very late train from Berlin, I’ve been waiting two months for my hotel booking refund. All I can say positively is that its portal is good and staff pleasant enough. Gets worse, my claim has been rejected and closed because “train crew delays aren’t covered by my insurance clause 5, page 24”, when travel delays leading to a room cancellation are specifically covered by this clause. Now with Ombudsman, but suggest you don’t use this bunch of charlatans who handle claims brought in connection with insurance policies bought from a famous company in connection with a famous room booking agency .

I have been waiting for nearly 7 weeks now for my claim to be reviewed. I have submitted all evidence and yet to receive anything. STRONGLY DO NOT RECOMMEND.

Zero stars if I could

Without a doubt the worst company I've ever had to deal with.
Extremely slow in every way in handling my claim.
I have asked for their complaints procedure. Guess what. No response
A complete waste of space in my opinion. Staff in my opinion are worse than useless
I think your extremely poor service maybe having a detrimental effect on insure and Go along with Zurich
I hope you cease trading as i think you deserve it.
Don't give me your standard pathetic reply to this review. You already know my details. You can contact me directly.

So far terrible experience. Made simple claim 27th July and only received a we have your claim and will review. Called on 19th August to be told it’s in queue and will receive an update close of play 20th August. Currently the 21st August and have been on hold for 94 minutes so far. Never realised making a claim would be so painful

1 star is being generous, absolutely appalling company to deal with, sadly I had no choice as my insurance company uses these to resolve claims. They never respond to emails, they repeatedly request the same information. The stress of dealing with Gallagher Bassett is enough to give anyone a heart attack!!
We are now 6 months from the start of the claim, they have made a partial payment but it really feels like they are deliberately being obstructive and unhelpful,

Well, I have received their standard response, and I have replied….I wonder whether it will take another 6 months ??
I have in the meantime put a complaint in with the Financial Ombudsman.

Shocking service. Claim made, portal crashed so can’t get updates. They don’t reply to emails, never stick to set time frames. 2 hours on hold & then phone cuts off. Worst service ever received.

Worse company I have ever dealt with. Simple missed departure claim due to medical admission. No response to emails. Literally impossible to get to speak to anyone. I have waited days for call backs and never had one. I even sent the claim forms special delivery and have never had a response. I am at the point of not knowing what else to do. How can a company this inefficient and unprofessional be allowed to operate. I will make a complaint to the ombudsman for what good that will do. As is always the case these company are surprising good at taking your premium and direct debit details but in a time of need they simply don’t communicate. Awful awful experience.

This company seems to pride itself on making customers wait, it feels like a massive con.
1 month after submitting my claim I finally have an email requesting me to fill out a form. Of course, There is no form attached to the email, I’ve replied twice but 2 weeks later still no response.
On the phone for an hour so far, to try and speak to someone
I purchased travel insurance through insureandgo - never again!

Absolutely shocking company, our claim was sent to them by a coach company, was then passed to an Insurance Company, promised compensation for the way way we were treated, it has been going on since early May 2026 and they haven’t replied to my last 6 emails, steer clear of them. Now have a reply from this company below , but the email address below does not accept my reply .

If you possibly can avoid any contact with this company.
Unfortunately they are used by many insurance companies to deal with claims. I would suggest before you take out insurance check if Gallagher Basset is involved in the claims process; if they are then go elsewhere. Customer service is -10. They more often than not do not even answer the phone. AVOID

Really bad service wouldn't recommend anybody using it made a claim on the 19th of July I made contact at the beginning of August was told that my claim should be going through then called on the 17th of August for an update after the portal is not working and was left-hand hanging on for two hours on the phone without no answer this is really poor I wouldn't recommend this service to anyone