Gallagher Bassett Omdömen 

Awful company. 14 days to process a claim and 6 weeks later I have not even spoken to a claim handler.

Customer service line says the claims department are not directly contactable and the only thing they can do is "escalate" my claim and I should be contacted 2 working days after.

Today was my 3rd "escalation" and I'm starting to believe this is a purposeful delay tactic in order to not process payouts to customers.

1 star only because i have to rate to write a review. Only after 3 years of waiting they have closed the claim for having to cancel a cruise due to advice from my gp not to travel at the time after undergoing an operation abroad for a medical condition as the wait in uk was very long. Paid for a gold package and disclosed this at the time yet claim been rejected because it was abroad. I have researched thoroughly and clearly states that this is completely unjustified and am able to take this further. Recieving a vague email of this is not acceptable and i will be taking it further. From all the reviews ive read it seems this company have form for this. £1200 for a cruise my son and daughter in law saved hard for to just be taken. The amount of errors made throughout the last 3 years to get to here i have lost count. Documents submitted numerous times. The only people that helped were financial ombudsmen who left me with a case openend with this company nearly a year ago. Unbelievable how they treat people...unfair and untrustworthy company.

Quite disappointing in how long a claim takes i have been asked for the same documents multiple times and only that i have been calling to see what is happening as claim was submitted in june we are now approaching end September and still no settlement. Spoke with one helpful member of staff who has since escalated my claim as still nothing has been done. Unfortunately its gone quite again and phoned for another update and the lady that answered completely brushed me off telling me she wont look at my file as it was only a few days ago i had phoned not great as wanted to use the money we got back to treat my children as i am still not able to to travel but have no idea how much longer this will be until we get any refund

Update to my previous review: still APPALLING, steer well clear. Gallagher Bassett made a derisory offer in response to our claim (and they only made that after a huge amount of hassle, complaints, non-communication, us constantly chasing them), which we have refused. We e-mailed them and phoned them to advise of this decision; nobody got back to us; we called again; they said they would escalate the case and somebody would call us today; surprise, surprise, they haven't. We called them again today, the case has NOT been escalated. It's impossible to deal with Gallagher Bassett. I CANNOT STRESS THIS ENOUGH: DO NOT USE.

1 star because this company is useless ! Waited one month without any contact from them. After ringing I was told my claim was closed because it was a duplicate,which it wasn’t. They havnt got a clue, false promises - was told my claim was escalated to the senior team which when i checked several days later I was told that hadn’t happened, was promised it would be escalated again, checked several days later to be told again it hadn’t been escalated ! Emails go unanswered, holding on the phone for hours to get through. They demand documents which you have already supplied. They state it takes two weeks to look at your claim, if they ask you to supply further documents the clock resets and you have to wait another two weeks. They have zero customer service skills, awaiting the claim to be resolved as it’s a lot of money to me, not in the great scheme of things but to me it is. They seem not to care at all. I know I’ll get an auto reply from them to this review to email them, but that will be pointless because they don’t reply to emails.

Extremely disappointing claims experience

I’m incredibly disappointed with the service we’ve received or LACK OF.

While on holiday, our young daughter injured her wrist and needed medical treatment, so we had no choice but to make a claim on our travel insurance. The claim has now been showing as “awaiting documents” for weeks, despite us having submitted all of the requested documentation.

What makes the situation even more frustrating is the complete lack of communication. I have sent multiple emails chasing an update and haven’t received a single response. Trying to contact the company has also been extremely difficult, leaving us with no idea what is happening with our claim or whether anything further is actually required from us.

I completely understand that insurance claims can take time to process, particularly where medical treatment is involved. What I don’t think is acceptable is being left for weeks with no meaningful update, particularly when we have already provided everything requested.

We took out travel insurance specifically for situations like this, so to be left chasing repeatedly with no response has been incredibly frustrating and stressful.

I would strongly encourage the company to improve its claims communication and customer service. A delay is one thing; being completely unable to get an answer is another. I’d appreciate someone letting me know what’s going on!

Do not tolerate this behaviour or abuse .

Report them to London watch dog so that this abuser .

Contact me for the email address .

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.