Gallagher Bassett Reviews 

What an absolute disgrace this company are. How on earth are they regulated? I’m currently 1hr 15 mins into another call attempt (total 3+ hours so far) to contact them about a pretty small travel claim made 4 weeks ago. Even that process was a nightmare as their travel portal does not allow the most common claims which leads to you having to suffer long call wait times to speak to someone - at which point I imagine most people to give up and foot the bill themselves. There is also radio silence on emails and therefore as a customer you have zero ways to contact them or see what’s happening on your case. You can also tell from their feedback response below that it’s all very generic and zero customer or outcome focussed. I will be escalating with the FOS and FCA how on earth this company can be operating and how insurance companies can be using their services.

Disappointing
Due to an issue on holiday, which saw me over £500 out of pocket, I came home and raised a claim.
Got brushed off by the guy on the phone, telling me to fill in a form (not knowing if my issue can even be claimed for, hence the phone call)
Claim submitted with all supporting info. Then comes the "you'll get a response in 14 working days"
It has now been 2 months, no response to calls, emails, phsyically impossible to speak to a human being. Looks like they dont want to pay out

But, they did have the cheek to email me to renew my annual cover..... no thank you!

I was really hoping to have a different experience from other people, but it seems sadly not! It makes you wonder how companies like this actually manage to trade. Like others, I have been subject to long delays with emails and phone calls blatantly ignored. They pretend they need three months to investigate but the long and short of it is that they have already decided what the outcome is and just wait three months to send you their standard copied and pasted answer. Following on from the answer I received from Fateha Begum (who sums up exactly the calibre of this organisation), I have tried to follow up by email several times. She likes to just ignore me and is not happy to provide any details of their ‘investigation’ to me. Instead they have just sent lies and the aforementioned inhumane copy and paste paragraphs of text, which they probably use over and over again for the next people on their hit list.
Disgusting company and I feel sorry for anybody who has to try to communicate with them.
I’d love to receive a response to this review from them, but I’m sure that they will disregard this review also.
Good luck everybody else! You’ll need it!

Well looks like this company have not just been a nightmare for me! My claim with Insureandgo was logged 26.06.26.
Gallagher Bassett don't respond to emails, they tell you there are no time scales for dealing with claims....so basically don't hold your breath!
My portal says they "raised" my payment early July.....
I've now raised an official complaint with INSUREANDGO they said I will get a response in 3 to 5 days ...

DO NOT USE THIS COMPANY
All the information requested was sent via the portal
Then i got requests for the same imfirnation previously srnt
You hete nothing till the Friday
Requesting the same information
Of course on a ftiday so snother werk gone by
Then i get another emai asking me for the ssme imfirnation dent now 11 times its the origional glight itinerary and the re arranged itinerary
This is the paperwork i got from the airline.
Delays afyer Delays
FO NOT USE THEM!!

I submitted a claim for room cancellation due to the venue cancelling the event we were attending. Processing claims allegedly 12 days. I submitted on 11th July and followed up many times on email for update. Response advised claim being reviewed - clearly not. I will be reviewing on Booking.com where I purchased the insurance from advising this is not an insurance worth purchasing. Extremely poor service, unacceptable time frame for response.

Initiated travel claim as I was unable to proceed with a coach holiday with Caledonian Travel.Completed and forwarded all requirements, initial problems were with employees NOT responding or following through with their promises.Raised a complaint form,was contacted by their Ipswich office , within days my claim was processed,passed,and payment received into bank.Pity it was necessary to implement complaint process before action completed

You are definitely not a priority when it comes to this company. I had a work related injury and getting a response from anyone Gallagher Bassett was like pulling teeth. Very disappointed in the lack of communication and the way anything was set up. I had doctor's calling me asking me if the meetings that Gallagher Bassett had required had been set up because they could not get a hold of them. They were very frustrating and not helpful. It's really a shame. Plenty of emails, no responses call and left messages still no responses.

Like many people, I took out a travel insurance policy through what appeared to be a reputable provider. Unfortunately, when I needed to make a claim while overseas, the experience has been disappointing.

I incurred around £1,000 in out-of-pocket expenses which were approved by their medical assistance partner, and I submitted my claim with all supporting documentation as soon as I returned.

The claims process itself wasn't particularly clear, and I was left unsure whether I had submitted everything correctly due to a lack of information and limited guidance on where certain documents should be uploaded. When I contacted customer services for reassurance, I was simply told everything looked fine and that I would need to wait 12 working days for an update. I didn't find the support particularly helpful.

It has now been over 20 days since the incident and more than 14 working days since I submitted my claim. During that time, I've sent three emails requesting an update and called the claims team, only to spend 10 minutes on hold before being told to continue waiting.

What's most frustrating is that the online portal still shows the claim at just 25% complete, with no indication that it has progressed and no communication whatsoever from the insurer. Claims take time, and I understand that, but a simple update would go a long way. The lack of communication and transparency has left me disappointed with what has otherwise been a very well-known and trusted brand.

I made a simple straightforward travel insurance claim on the 27th of July,documents have been sent and heard nothing!!no reply to emails,tried to ring multiple times spending hours on the phone ,no answer either!!I have paid the insurance for whole year for myself and my partner for nothing!!it is disgusting how people are treated by this claim company and wish I have read the reviews before ive parted with my money!!taking further action as needed!!and now ive got an reply to my review that is useless!!like I said,further action will be taken.

Very very poor service. Long delays in dealing with claim, multiple requests for the same information, returning to me to request information months after the claim was submitted. Repeatedly had to chase them. Two months from claim submission and no outcome and no timeline. If you can avoid dealing with these guys in any capacity (unfortunately my insurer uses them to process claims so I can't avoid them) I'd recommend you do so!

UPDATE
Having chased over several months, the only way to get a resolution with them is to leave a negative review here and also raise a formal complaint. A week later and finally it’s gone to someone who sorted it out. Still waiting for compensation for the hours on the phone and writing emails though…

submitted a claim over a month ago still no reply. emailed multiple times to absolutely nothing back.

I had a claim from a low hanging illegal telecommunications line owned by Charter/Spectrum. The claim happened on June 3, 2025. Charter was asked by the pole owner to accept liability in September 2025 or so the pole owner claims. Eventually I was given a Charter claim number and then sla Claim Number with Gallagher Bassett. My adjusters name is Terrett. I have left messages 8 times with Terrett. Terret over 5 weeks has called me twice and won't promptly return phone calls. My claim number is 040893-199075-GD-01. This illegal wire tore the top off my truck and resulted in my business of 10 years shutting down. From reviews on line I don't have any hope my claim will be handled professionally or promptly. I need someone from Gallagher Bassett to get on the ball and get this matter resolved. I have called Terrett on June 25, twice, June 30, July 15, July 16, July 21, July 28, and July 31. All of these calls and no prompt response. The claim is a year old. This is clearly unacceptable and I'm ready to file a complaint with Kentucky Department of Insurance.

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.

Updated on 20 August 2026

Title: Professional Resolution and Integrity – Highly Recommended

​I am writing this review to commend [Zurich Insurance company ／a Gallagher Bassett company／InsureandGo] for their integrity in resolving my insurance claims.
​Previously, I faced challenges with the claim process, which led me to escalate the matter to the Financial Ombudsman Service (FOS). However, I am pleased to share that the company has now fully resolved the issue. They not only honored both of my claims—the taxi incident in Rome (€40, credited as £34.52) and my medical emergency during a cruise (€352.48, credited as £304.70)—but also provided an additional £150 as compensation for the inconvenience caused throughout this process.
​While I must note that the documentation process was demanding and time-consuming, I appreciate that the company eventually acknowledged the validity of my claims and took responsibility. The funds were credited to my account on August 4th, and the matter has been fully settled to my satisfaction.
​Because they stood by their reputation and ensured a fair outcome, I will continue to choose them for my future insurance needs.

Remarks : claim number ZUR5/ 190953 （medical claim) and ZUR5/ 192651 （taxi）
Complaint Reference: 00248559
Ms Ho
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Title:
Shocking Delays & Deliberate Obstruction – Avoid InsureandGo / Zurich Insurance!
​Review:
I am writing this review to express my absolute frustration and disappointment with InsureandGo (underwritten by Zurich Insurance) regarding my claims (Policy: IGA463053177 / Claim Ref: ZUR5/190953 & ZUR5/192651).
​The incident occurred almost TWO MONTHS ago on 8 June 2026 during a cruise excursion. I submitted my initial medical claim on 11 June, complete with all ironclad evidence (cruise doctor’s referral letter, official medical receipt for €352.48, and X-ray findings). Since then, I have sent well over 10 emails pleading for updates, only to be met with complete silence, automated generic template replies, and severe administrative delays.
​Even worse, for a separate simple €40 personal cash theft claim in Rome (which happened during the cruise), where I already provided the official Italian police report, taxi driver’s license plate, and exact locations, they are now demanding irrelevant documents such as "original flight and hotel booking invoices"! Why on earth would flight and hotel invoices be required for a cash theft that happened during a cruise excursion with a local taxi? This is a transparent delay tactic designed to wear out policyholders so they give up.
​It has been nearly two months, and despite submitting a Formal Stage 1 Complaint on 6 July 2026, my money has still not been reimbursed, and no human handler seems to care.

If you are looking for a real challenge in life, have way too much free time on your hands, and enjoy spending nearly two months writing over 15 ignored follow-up emails—only to end up having to escalate the matter to the Financial Ombudsman Service—then by all means, buy your insurance from InsureandGo and Zurich Insurance.

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.