Gallagher Bassett Avis 

I'm extremely disappointed wuth how my theft insurance claim has been handled. I am now on week 19 of the claim with no decision and no escalations have been made after I made customer service aware. I even wemt through my final year university exams without a response even thought they were aware the stolen gadgets were crucial for my uni work and have yet to be replaced.
Even after providing seceral documentation the burden of proof has been placed on me instead of a genuine effort from the co to solve it efficiently.
I would NOT recommend them.

EDIT:
It has been 3 weeks since my original trustpilot review and I am yet to receive a response. They have been unable to honour their own 12 working day turnaround time and I am approaching exam resits soon without a response. This brings the total claim processing time to 22 weeks.

I purchased my policy back in December 2025 and had to cancel our holiday 2 weeks before flying in May 2026 due to my husband having an accident and required 2 surgeries.

While going through such a stressful time at home, I had to claim through the insurance to get our money back for the holiday for 2 adults and 2 children. I submitted the claim all online and uploaded all the information, within 6 weeks we were paid out all our holiday money.

Gallagher Basset Company gave me no stress, no hassle and I felt like submitting the claim online was very easy to do and uploading the documents was also straightforward. At a time when everything turned upside down at home, this insurance company did a fantastic job, really pleased.

A tip for anyone, always go with a no excess policy as we did, you pay slightly more but well worth it when you do have to claim. I've never had to claim in my life and the first time I did, I'm glad I chose this company to do it through 😀

iPad damaged whilst on trip, took over 5 weeks to get a response. No apology for the delay and added more requirements for claim. Avoid this company at all costs and use a reputable insurer.

Claim still ongoing
Took out a policy with Great Cover and was unable to fly home due to my son coming out in Chicken Pox the day we were due to fly home. The emergency assistance team were great confirmed the cover we were entitled to (medical/flights/alternative accommodation), they chased me to get my claim submitted through the online portal and once I had all confirmation submitted this on our return home. I have emailed and have no called 3 times each time being told my claim would be escalated as it hadn’t even been looking at by a claims assessor. We are over £1000 out of pocket and financially struggling and being fobbed off with excuses that it has been escalated but looks like we are just really busy. First escalation wasn’t accepted but no reason given and both call handlers confirmed that it did fit escalation criteria. I have been through every document now twice confirming they have everything they need and was even told an assessor was in my claim but hadn’t done anything. Now waiting another 1-2 days to see if we get any further as I have been assured for a third time my claim will be dealt with. Did not get my insurance with Gallagher Bassett but appears they are taking Zurich claims. Went with a travel company I thought we could trust but now from experience and seeing all the negative experiences I will think again!

Helping a friend with a accident claim. accident happened with FedEx driver that was at fault. This happened almost two weeks ago and the claims adjuster still hasn't contacted him!!! I call adjuster multiple times to only get voicemail on first ring!!!!!!!!!

Wish I had read reviews priot to taking out travel insurance although did take out policy with global not Gallagher Bassett but must be underwriters.
Claimed for lost prescription glasses, never claimed before. Sent all info, no response. One month later after emails with no reply, phone calls - long hold then line dead.
Not giving up but never, ever use again.

Deserve a 0. Even after leaving bad reviews, I was told to reach out to different department so that this could be handled. Once doing so i was still ignored. No one will return a call. They just deny and ignore. DO NOT DEAL WITH THE COMPANY. PURE SCAM COMPANY!!!

Submitted a claim in September as I had to curtail my holiday due to a traumatic death in the family. It has been ongoing ever since. The first response I even received about the claim was in April, after months of back and fore asking for the same information and the same documents, at the end of may my claim was finally sent to the final process. Received a voicemail 01/06 saying they had an update and would put it in email - as of today, nothing, and I have chased twice.
Honestly I have been so patient with this for the last 9 months, it’s over £1k that I could really do with having back. I am so disheartened now and feel like crying every time I think about it.
Please avoid if you can, do your research thoroughly before taking out travel insurance. We all like to think “ah nothing will happen, I’ll just go with the cheapest option” and that’s all well and good until something does happen. Big lesson learned.

I think you will have better luck whipping a dead horse into moving than getting this company to resolve a claim! After patiently waiting several days for the adjuster to call i had to call and hunt him down. He returned my call but was extremely rude and suggesting that menards is never responsible for cart damages to cars, even after i explained the avalanch effect the manager caused. He then said it will need to be investigated, and ghosted my calls, messages, escalated notes from the answering service and all emails. Weeks later, pursuing the matter with the store and involving the police, a supervisor finally responds but claims the video doesn't show the incident. I proved that the camera system certainly does view this area by a recreation which led to a police report by menards of a suspicious vandalism to vehicle on film. Funny how it captures the same spot when it suits. Ive been told by the GB to use my own insurance several times, but why should i risk my rates going up, and loosing on a deductible just to save them from paying on a liability that menards caused. What kind of insurance company pushes off taking responsibility for door dents and disregards the admittion from its client. It seems that if you want to get anywhere with these people, you hire an attorney and turn a small claim into a big legal expense. I have absolutely zero confidence that the original adjuster will ever spend 5 minutes looking into his assigned claim or into helping me receive the compensation i deserve!

Extremely poor experience with Gallagher Bassett — avoid if you value your time and peace of mind

My experience with Gallagher Bassett has been absolutely dreadful.

They have been handling my travel insurance claim on behalf of GreatCover/Zurich, and the process has been exhausting, frustrating and deeply disappointing.

The claim has been ongoing since March 2026, and despite me providing documentation, evidence, travel information and repeated written explanations, Gallagher Bassett have continued to ask for the same information again and again.

They made incorrect assumptions, requested irrelevant documents, closed and reopened the claim, and allowed the matter to drag on for months with poor communication.

Zurich themselves later acknowledged concerns about the handling of the claim and offered compensation for poor service, yet Gallagher Bassett still continued requesting information that had already been provided.

In my opinion, this is not how a genuine insurance claim should be handled. When you buy travel insurance, you expect support, fairness and professionalism. Instead, my experience has felt like delay, confusion, repeated questioning and unnecessary stress.

Based on my personal experience, I would be extremely cautious about dealing with Gallagher Bassett. The way this claim has been handled has completely damaged my trust in them.

June 22nd Response:

This response is exactly the kind of meaningless, copy-and-paste customer service language that has made this experience so unacceptable.

Gallagher Bassett has already had my claim, documents, evidence and explanations for months. I have contacted your teams repeatedly, corrected inaccurate assumptions, resubmitted information and answered questions that had already been addressed. I should not now be told to send yet another email so that the entire cycle can begin again.

Your reference to resolving the situation “in a timely manner” is frankly insulting when the claim has already been delayed for more than three months. Zurich has formally acknowledged that the claim was not handled correctly and awarded compensation for the poor service, yet Gallagher Bassett still failed to bring the actual claim to a proper conclusion.

The problem is not that I have failed to contact you. The problem is that your company has repeatedly failed to properly read, manage and act upon the information already in its possession.

A generic apology posted publicly does not correct months of delay, repeated questioning, incorrect assumptions, poor communication and the unnecessary stress caused by this process.

I will send the requested email, but I will not accept another automated acknowledgement, another request to repeat information already supplied, or another vague promise that someone will review the matter.

I expect a senior decision-maker to review the complete claim history and issue a clear written outcome immediately. Until that happens, this review will remain public because it accurately reflects the appalling service I have received from Gallagher Bassett.

We took a Zurich travel policy out and thought we had brought a good policy !
Until we travelled with BA to Mauritius on 16th May to find BA had not put any of our bags on flight .Long story short we never got our bags until late Tuesday 19th May .Came home BA said the £50 each was all they would be giving us no taxi monies to get something to wear very poor BA are a disgrace and dont give a damn !!!!
Now insurance company Gallagher Bassett have taken over Zurich policies its taken so far 19 days and still no further forward no reply to several emails and no phone to notify us of delays due to lots of claims ?
Katie was going to get escalated last week , but nothing ,now waiting Sam to do the same ???
My son and daughter got paid out 3 days after claim with Admiral travel? This is a simple claim for not receiving our luggage due to not being put on plane !!! All customers want is what they pay for no more or no less !!! Disgusting!

Do not trust these common thieves. They prey on vulnerable landlords.

My friend paid insurance through SIA broker → Gallagher Basset claims → Arkel Underwriters (masters of deceit) → ending at Lloyds. All one crooked network.

Her property destroyed by tenants b69. After 6 months of lies and excuses, they refused to pay out. This is not insurance — it’s fraud and theft.

Avoid these immoral thieves. If you become a victim, get a good solicitor and take it to court.

Terrible experience. After a bad reaction to new medication I was unable to go on holiday. I put forward a claim and waited.
They asked for some missed medical information, with the promise it would not affect my claim. They said medical information could be put forward months after the claim was made. As this was only weeks, I relented.

I sent a personal document from my doctor with my full medical history, which I was asked for again. And again. And again.
I provided doctors notes. I fulfilled every request.
I waited for seven months. I called and waited and was passed off. My claim was lost, than found again, then I was accused of not providing the data asked for?
Finally, I got my feedback today. Eight months after my claim was filed. They were denying it on the basis that I had not disclosed my medical conditions- the very thing I was promised by a phone advisor would not affect my outcome!
Instead, they had listed past items from my health record - a bad cold, apparently, and resolved anemia - and this was why my claim was rejected.
For the same reason I was promised would not be the reason. Also, a personal listing of conditions which had nothing to do with the claim made. They had skimmed my personal records - records from birth, mind you- and touted them off as reasons to not pay me out.

Do not use this company. My personal history has been used against me, my claim has been frequently lost, I have been lied to and I shall be making a complaint. I only assume they tried to find a reason to not pay me by listing past medical conditions in my shared report, ignoring the original claim reason. The whole situation has been time consuming and distressing. I only wish I hadn't trusted LoveHolidays to arrange my insurance with this company, as the reviews speak for themselves.

My experience with this company was HORRIBLE! In order to get any movement on my claim I had to ALWAYS get a supervisor involved. Otherwise my calls and e-mails were ignored. How this company remains in business with so many dissatisfied customers and low ratings, is beyond me.

Opened a claim through this company after having to cancel my holiday due to a up and coming unexpected surgery,sent everything they asked for including a medical fit note stating unable to travel ,only now to be told I have to get my gp to fill out one of there medical forms(at a cost to me /gp charge £150)due to my illness I'm now off work and can't afford to pay that sort of money! Passing this onto the ombudsman to sort it out ,anyone using love holidays DO NOT get insurance through them as you'll end up dealing with these people

Emailed you ,not sure what you can resolve this

Avoid, Gallagher bassett. They request information that has already been sent. Then you have to wait 10+ days, after each fake anomaly Absolutely ridiculous. AVOID THEM.
Update on my review, I have now received payment for our claim.
If anyone is having problems, contact the complaints department and explain your situation.
I have changed my rating as I was assisted promptly by allclear. Then Gallagher Bassett complaints department.

Absolute garbage company. Is not out to protect you, they're only there to watch their wallets. Do not agree to anything this scam of a company tells you is fair. They will drag their feet for months and do everything in their power to not pay out.

Why booking.com choose such a shit insurance company! I use to love booking.com but they are showing luck customer service lately and choosing to work with a scam insurance company!

I submitted a Subject Access Request to Gallagher Bassett seeking all personal data held about me between 1 January 2020 and 31 December 2025.

Initially, I was informed that no personal data relating to me was held. Following further correspondence, Gallagher Bassett subsequently acknowledged that a claim file relating to me did in fact exist.

I remained concerned that the response was incomplete and asked for further clarification. After further exchanges, communication ceased and my concerns remained unresolved.

I complained to the Information Commissioner's Office. The ICO chose not to investigate the matter further under its regulatory prioritisation framework, but did not determine whether Gallagher Bassett's searches were complete or whether all relevant personal data had been disclosed.

My experience left me with no confidence in the organisation's transparency or complaint handling. Having read the experiences of many other reviewers, I do not believe my experience was an isolated one.

Based on my experience, Gallagher Bassett provided contradictory responses, showed little meaningful engagement and failed to resolve my concerns, leaving me with no confidence in its competence or handling of personal data requests.

MY REPLY TO YOUR REPLY

Dear GB Customer Service Representative,

Thank you for your response.

My concerns have already been raised directly with Gallagher Bassett's Compliance Team during the handling of my Subject Access Request.

Those concerns remain unchanged, namely the initial assertion that no personal data was held, followed by the subsequent acknowledgement that a claim file relating to me did in fact exist.

Should Gallagher Bassett wish to revisit the matter and provide a substantive response addressing those concerns, I would be pleased to consider it.

Kind regards,

Scott Dixon

Terrible customer service, what feels like delay tactics so I'll drop the claim under travel insurance. Claim submitted 2 months ago, they take ages to reply to emails asking for information already provided and most recent one is asking for information about my cruise when I was on a ski holiday,making me suspect that their information governance and data control is poor and another individual may now be privy to my medical reports. Despite a claim reference there seems to be no ability for those dealing with it to actually look at the records, follow any kind of trail, let alone structure a sentence that makes any sense, or with any kind of grammar. Given this is being dealt with by Zurich they'll get the same review.