Gallagher Bassett Avis 

I was provided with a claim number, 30/6/26, but only after chasing GB. I emailed them Thursday 23/7/26 following the format they requested, politely asking for an update. Got an automated response stating they would get back to me in due course. 8 days on I still haven't heard anything. Called them this morning. Can't speak to anyone and apparently they are going to call me back on the phone number from where I made the call, but no timescale was given. Customer communications is a lot to be desired.

Waited three weeks for them to even look at my claim. I had flu and couldn’t travel. GP don’t issue fit to fly note so paid for a private one. I sent screenshots showing the GP would not write one and Gallagher Bassett insist I pay a further 88 pounds and wait 8 weeks for it. They have my NHS summary saying no medical history. Just avoid them, they are scammers and I’m making a official complaint

If I could do less than one star, I assure you I would. Purchased Gold cover through INSURE &GO paying a lot of money thinking if I ever need it, it will be ok. Insure and go state on their website Gallagher Basset respond to claims within 3-5 days. Not working days, just days. That’s a lie. I am on hold and been on hold to try and speak to someone for over an hour now. My emails go unanswered and my claim hasn’t moved or even been acknowledged. I will be progressing matters through the ombudsman from now on because this simply cannot continue. My policy is due to automatically renew with Insure and Go - I will be cancelling that. DO NOT GO NEAR THIS COMPANY!!

Not responding to claim on behalf of Co op Travel Insurance and email says invalid to try and contact them. Don’t know why insurance companies are outsourcing to companies like this to deal with claims.

I had an injury and this adjuster Glendora BENTION was very negligent with my injury, stating that my injury wasn’t work related and could have happened any where! I would not recommend her to be anyone’s adjuster. How can someone make a decision based on little information and an incompetent investigation. Been out of work, by doctors recommendation and this demon deemed my injury not work related.

Had to cancel our holiday as partner taken into hospital for unexpected bypass surgery. Had taken out insurance with AllClear travel insurance who immediately pass any claims into GB. Request information which they’ve already had and move the timescale a further 14 days on once they’ve received it to even look at it! Have been waiting seven weeks already and it just adds to the stress! Shocking service, wait forever for calls to be picked up, and don’t respond to emails. Would not recommend to anyone.

Dreadful! after submitting all of my documents I hadn’t received an acknowledgement or any type of response for two weeks, so I emailed. The next morning I logged into my account to see the claim had been refused, based on a small technicality. Do not use this company, they should be shut down.

PLEASE BE AWARE GALLAGHER BASSETT ARE RESPONSIBLE IN PAYING TRAVEL INSURANCE CLAIMS ON INSURE & GO POLICY & THIS PLATFORM RECORDS 90% DISSATISFACTION?

I took out the ANNUAL GOLD TRAVEL INSURANCE POLICY WITH INSURE AND GO FOR A COST OF ALMOST £1200.00.

I recently submitted a claim having had a medical problem which necessitated cancelling a European River Cruise and originally claimed £6720.00. I realised shortly after, I could have this amount transferred to a future cruise so immediately amended my claim to just claim for what we lost namely the flights which amounted to TOTAL CLAIM OF ONLY £596.00.

After nine weeks I have still heard nothing regarding both these claims, other than an original automated response to confirm the claims had been received. I have also failed to speak to any one at the Claims Company about this?

The problem being when you insure with INSURE AND GO, if you then have a claim you are told to contact their CLAIMS COMPANY NAMELY …..GALLAGHER BASSETT, hence this is where the BIG problem exists with this Policy?

IF THE ‘GALLAGHER BASSETT’ TRUST PILOT REVIEW SITE IS OBSERVED IT WILL BE SEEN THAT 90% OF THE CLIENTS WHO MADE A CLAIM UNDER THEIR INSURE AND GO INSURANCE POLICY, 90% OF THE REVIEWS ON THIS WEBSITE WERE UNSUCCESSFUL & HENCE CLIENTS WHERE NOT SATISFIED WITH THE WAY THEIR CLAIMS HAD BEEN DEALT WITH.

When you look at the travel reviews for INSURE AND GO on Trust Pilot they are mainly very positive and commendable which is why I purchased their gold travel policy in the first place.

BUT NOW ….if in the event you need to make a claim, you are directed to GALLAGHER BASSETT as the claims company they use. HENCE THIS IS THE BIG PROBLEM?

You will observe that by looking at the REVIEWS ABOUT GALLAGHER BASSETT ON THE TRUST PILOT WEBSITE YOU WILL NOTE A 90% DISSATISFACTION WITH THIS COMPANY WHERE CLAIMS ARE NOT MET.

THEY ARE DEVELOPING A TERRIBLE REPUTATION FOR NOT BEING FORTHCOMING IN PAYING THE CLAIMS HAVING BEEN MADE ON THE INSURE AND GO TRAVEL INSURANCE POLICY.

AS THERE IS NO MENTION OF THE GALLAGHER & BASSET AS THEIR CLAIMS COMPANY USED. SOMEWHAT OF A SCAM I SUGGEST?

There is also NO MENTION in the INSURE AND GO policy documents and of the need to use GALLAGHER BASSETT FOR ANY CLAIMS, AND NO CLEAR ADVICE HOW TO MAKE A CLAIM OR WHAT SUPPORTING DOCUMENTS ARE REQUIRED. ALL VITAL INFORMATION CONVENIENTLY MISSING?

THE POLICY DOCUMENTS ARE TOTALLY SILENT ON BOTH COUNTS I WONDER WHY?

I THEREFORE SUGGEST IF YOU ARE CONTEMPLATING A TRAVEL INSURANCE POLICY FROM INSURE & GO, YOU ARE WELL ADVISED TO LOOK UP THE TRUST PILOT REVIEWS FOR THEIR CLAIMS COMPANY NAMELY ‘GALLAGHER BASSETT’, AS A MATTER OF URGENCY PRIOR TO PROCEEDING IN PURCHASING YOUR TRAVEL INSURANCE POLICY.

THE BEST ADVICE I CAN GIVE PERSPECTIVE INSURE AND GO CUSTOMERS IS LOOK ELSEWHERE AND THIS CONCLUSION IS EVIDENCED ON THIS TRUST PILOT REVIEW SITE BY 90% OF CLIENTS BEING TOTALLY DISSATISFIED AND FRUSTRATED BY THE WAY THEIR CLAIMS ARE BEEN DEALT WITH.

I THINK THE ACID TEST FOR KNOWING HOW GOOD ANY INSURANCE POLICY COULD BE, IS SIMPLY HOW RESPONSIVE A COMPANY IS WHEN IN TROUBLE AND NEEDING THEIR HELP?

IN MY CASE OUR CLAIMS FELL ON DEAF EARS WITH GALLAGHER BASSETT,……. PLEASE DONT' MAKE MY MISTAKE AND LOOK ELSEWHERE FOR YOUR TRAVEL INSURANCE POLICY.

I have posted this review which concerns GALLAGHER BASSETT simply because an unsuspecting client will not know about this Company unless they have to make a claim on an INSURE AND GO TRAVIL POLICY?

SO I HAVE SIMPLY LINKED BOTH THESE COMPANIES TOGETHER SO FUTURE CUSTOMERS ARE AWARE WHICH INSURE AND GO HAVE FAILED

I HOPE FUTURE CLIENTS APPRECIATE THIS WARNING AS I WISH I HAD BEEN DULY ADVISED AND IF I HAD OF BEEN I WOULD HAVE AVOIDED INSURE AND GO AT ALL COSTS.

NB: WITH REGARD TO THE RESPONSE BELOW FROM INSURE AND GO REGARDING MY ABOVE CRITIQUE-

I ALSO SPOKE TO A REPRESENTATIVE FROM INSURE & GO RECENTLY HIS NAME WAS REECE, SO HE IS FULLY BRIEFED ABOUT THIS APPALLING TREATMENT I AM RECEIVING AS AN 81 YEAR OLD PENSIONER.

ALL I AM EXTREMELY GRATEFUL FOR IS THIS TRUST PILOT PLATFORM TO INFORM THE GENERAL PUBLIC OF THIS TRAVEL INSURANCE COMPANY, WITH THE SPURIOUSLY ACCLAIMED EXCELLENT SERVICE THEY IN THEIR DREAMS ARE CERTAINLY NOT.

AFRAID NOT, I AM STILL REQUESTED REPEATED INFORMATION PREVIOUSLY SENT AFTER 6 WEEKS?

IT’S AMAZING ON YOUR PERFORMANCE ON THIS WEBSITE THAT YOU ARE STILL IN BUSINESS. NEW CLIENTS WOULD BE ADVISED TO GIVE THIS PARASITIC COMPANY A VERY WIDE BERTH & LOOK ELSEWHERE FOR TRAVEL INSURANCE. I HAD SIX MONTHS REMAINING ON MY ANNUAL TRAVEL INSURANCE AND AFTER THIS FIRST EXPERIENCE I HAVE SHREDDED MY POLICY AFTER THE DESPICABLE WAY THEY HANDLED THIS FIRST CLAIM.

Like all the reviews I am trying to get updates re my claim and my e-mails are being ignored etc. I think the service is shocking and you cannot speak to anyone. I don't hold much hope with my claim reading the reviews but will continue to persevere

Awful - never respond to any emails. Awful service. Make the same automated requests multiple times. It's fairly clear I'm going to end up taking this case to the Ombudsman.

Scam company. I bought a travel insurance from them and I had to use health service in United States.
That's when my problems started.
Their claim procedure is over complicated. They request all sorts of documents over and over again and there is no hope for the positive outcome.
AVOID THE SCAMMERS AT ALL COSTS!!!

As everyone else reports - this company seems to be a scam. They do not respond to emails and do not answer their phone lines. I am unable to submit a claim because of a minor error in their portal and I cannot contact anyone to rectify it, which means my insurance policy is useless.

Logged a complaint 12 days ago not one acknowledgement or response to any emails nothing. Uploaded all documents all proof doctors forms, Invoices everything. I don’t know why companies are using these for claims if they don’t respond? There opening hours are Monday - Friday 9-5? Like if you are so behind why are the working hours so short? You’d think they would open more hours to accommodate there work and get rid of the 1 star reviews! Shocking. I can see all the responses on here are telling people to email the feedback email already done that that doesn’t respond either !

No communication
Portal doesnt work.
You cannot see your password as it is encoded. It doesnt recognise saved password either.
No pay out.
Feels like a Scam company.

DO NOT US THIS COMPLANY THEY SCAM THEY HAVE 1.5 STARS FOR A REASON. My claim started all the way back in March and they sent me a few letter in the mail talking about if you’re under any of these 10 questions, please contact the office. I was not under any of the questions so I did not contact the office. I got the same letters in the mail constantly so I didn’t think anything about them and then when I noticed nothing was happening I called in April nothing happened there either. I left voicemails with nothing and I left emails with nothing until just recently. I forgot about it, but I got a piece in the mail saying that my claim was qualified for closure. So I called and the customer service didn’t understand what I was saying at first he was bamboozled and then when I called the supervisors, apparently two out of three of them weren’t even working. I had to call the third one down just for her to not answer the phone I called eight times in five months. She never has answered the phone. I don’t even know what she sounds like. I left all four of them voicemails. I finally got back to after three hours just to get told that the letters apparently had to be sent back with signatures that had no signature lines on them. The supervisor that was helping me on the phone told me that since it was a bruise, it should’ve been healed in 14 days and I wouldn’t even have gotten workers composition what she didn’t know that it was a contusion of the hip that is a bone bruise it still hurts after. almost 5 months. Yet, of course she had to laugh at me I asked if she even knew what a contusion was and she said she was very qualified but when I told her the case she switched up and said they do hurt past 14 days like how inhumane does someone have to be like actually . I have never felt so ashamed with a company. I still maintained my composure and asked is there any way I can resolve this case and she told me no even when on the letter it says that I can it’s unfortunate to see people with such attitudes at such a high level someone like this shouldn’t be at a supervisor as a supervisor myself I understand you should make a resolution with the customer rather than argue against the claim there making especially if you don’t understand the full story. Honestly I wish I would take legal action for what the supervisor did to me. I didn't just lose money but I also lost my hope in this company they are definitely going to go bankrupt soon and I’m happy to see it go genuinely the worst experience of my life.

They deserve another 1 star , claims been in for a month now and I provided them everything they asked for but still not heard back , got in contact no reply then they told me on trust pilot to email them so they can resolve the situation as soon as possible and 8 days later no reply .

Ridiculous , scummy company . Not sure why great cover uses them

Menards uses this company for claims and I really don't know why. Claim rep was difficult to get a hold of and when I finally did speak to him, he basically denied my claim without a valid reason and kept repeating himself. Basically I bought sample size paint an done of them tipped over and completely spilled. Paint got in my clothes and shoes and I could not get the paint out. The claim rep said the video footage showed that once I handled the paint it was not menards fault and claimed the video showed the employee using a mallet. It is important to note that sample size paint is a twist on/off lid and not one you use a mallet to secure closing. Claim rep accused me of being disrespectful when I was asking him questions on the nature of it being this type of kid and me putting a thing of paint in my cart does not make the can secure. My belief is this company's MO is to just deny claims without merit, to repeat their script of an excuse for denial and when you challenge and question them they claim you are disrespectful. The claim rep did not like the fact I called him out on the mallet would not used on a sample size paint that the lid twists on. Either he was lying or looking at the wrong person, either way he didn't do his job

UPDATE

I have now received my money back! Took 9 weeks but finally received it.

Submitted a claim 5 weeks ago was told it would be sorted within 12 working days, uploaded everything. Then called again said 15 days it’s now been over 5 weeks and still nothing!!

Everytime I call I’m waiting 45+mins for the call to be answered!!

Stay away from this company!!

I provided above and beyond what is required for medical claim. First submitted online on 13 June. Website says will be looked at in days not weeks. After not hearing anything I rang. I was told no we not looking at it til next week.
Eventually they did and said it has gone to WTP and I then emailed again after not hearing and now 14 July and still waiting. My case is far from complicated and given everything I have and still no payment. My case person is Phovee who sent my email.
please rectify this situation ASAP as being worried about money is absolutely no joke!! please sort out. thank you.

My son recently got mugged in Malta and all belongings stolen.
We submitted a claim on 16th June.
Took two phone calls being on hold for over 45 mins each time to even get a claims reference number and were told we would hear from someome in 5 days.
We did not and then two further calls again on hold for over 45 minutes to chase. Eventually had an e mail asking for documets we had previouly sent which i respo ded to straight away. Since then no response.
Have sent another e mail and called today - on hold for over an hour and gave up. I will be making a complaint and taking this further.
Not experienced anything like this before.