Gallagher Bassett Reviews 

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 five 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.

CAVIAT EMPTOR IS THE BEST ADVICE I CAN GIVE PERSPECTIVE INSURE AND GO CLIENTS.

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 PROMISING

Hello Jonah

Regarding your email up date you sent to me today you state my claim has ‘been concluded ??

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

IT’S AMAZING ON YOUR PERFORMANCE THAT YOU ARE STILL IN BUSINESS. NEW CLIENTS WOULD BE ADVISED TO GIVE YOU A VERY WIDE BERTH & LOOK ELSEWHERE FOR TRAVEL INSURANCE.

Incidentally I have sent you an email today as well, perhaps you would be good enough to respond to mine as well ?

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

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.

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!!!