Would give zero stars if possible. Will also be reporting them to the Financial Ombudsman Service (FOS). Complete lack of information, communication or update on my claim.
Zero Star – Completely Frustrating Experience, No Progress After 17 Months I engaged QuestGates Loss Adjusters through my insurer to handle a valid claim 17 months ago. Since then, I have seen no meaningful progress — only repeated delays, disappointing service, and constant excuses. Here’s a summary of my experience: The adjuster assigned to my case changed multiple times — one became ill, another left the firm, etc. Each time, I was required to re-submit the same information over and over — countless forms, documents, and emails — with no consistent tracking or ownership. Important emails have been ignored or “lost”, or even deleted without being read. They keep demanding the same requirements repeatedly, as if previous submissions never happened. Despite my follow-ups, no resolution, no status updates, and no sense of urgency from their side. After 17 months of waiting, I remain with no compensation, no clear communication, and mounting frustration. It’s astonishing how one can be so incompetent and disorganised over such a long period. If you value efficiency, accountability, and transparency, steer clear of QuestGates. Their service has been unacceptable and completely unprofessional.
Lack of professionalism and very poor communication. It’s been more than 6 months since the claim has been submitted and nothing has been done. Every time the same response ‘we review the estimate’ I wonder how long that estimate takes to complete, another 6 months? Be aware of this so called insurance company
Utterly awful - avoiding at all cost. They are loverly and courtous to your face but completely diffrent when it actually comes to dealing with them for a claim. These guys are one of the worst in the market - in the 10% bad bracket. 90% of loss adjustors are really good. Haven insurance used Questgates for my claim. Did the claim in April. My insurance were chasing them daily and you just hear nothing. No urgency, no care - just anything to slow the process down. So much so they finally have sent us a settlement offer and just when we thought we'd be able to start the work the handler decides - despite have more than 6months to review my policy as they accepted liabilty 2 months ago decide before I can take the money they now needs to review my under i insurance amount. Utter travesty having been working on my claim for more than 6 months they need to do this now- they would have read my policy many times over and out of spite and just to delay just when the settlement offer has been given - they decide to review the under insurance amount which is perfectly normal for my property. This sums up there attitude and if you are given these guys as your loss adjustor - don't expect and easy ride at all.
Its a shame that you can't score lower than 1 star here. God only knows why Admiral appoint this bunch of jokers and clowns to represent them?? Have had the misfortune of having to deal with them for 4 months and in that time I can only say that no matter how low I set my expectation of their working practises, they never fail to lower the bar! The 'loss adjustor' allocated to our claim (Tristram) is nothing short of a disaster. He doesn't appear to have any communication skills as he cant even achieve his SLA of a response to an email in 5 working days ( I mean, seriously... 5 days!!!) He seems to do whatever he can to slow the process, cause frustration, irritation and generally come across as someone totally out of their depth. Most recently, we returned our contents claim, listed by item (over 300 lines) only for him to come back over 2 weeks later asking for each item to have a link inserted to prove the cost. Needless to say he backed down quickly, then 2 weeks later, asked for a link for all its over £100. What did they do before the internet??? He seems to be encouraged to work like this by his line managers amd I can only suspect this this will be to ensure that I am so thoroughly hacked off with them that they hope I will accept their first offer (which I suspect will be a seriously low ball offer). I urge you, should you have to deal with these charlitans, get help as they are the worst of the worst.
Our house suffered water damage due to a burst pipe in minus 10 degree weather while we were away for a few days which has flooded the whole house top to bottom. 4 months on and they have only just removed 2 ceilings and a bit of plaster off 2 walls when the whole house needs gutting, there is mould growing on the walls. We had to fight to get dehumidifiers put into the house 2 months after the initial flood. There is no organisation or processes visible in the company, we have not seen a schedule of work for the property and I believe that they do not have one, at this rate we may be lucky if we can get in the property within 12 months. We are having to pay all of the electric and gas bills still for the house as we were told to leave the heating on full from when the house flooded and for the dehumidifiers since when they were fitted, we have supplied questgate with the receipts for the gas, electric plus storage costs for what contents were salvageable totalling over £1400 each month.
Absolutely useless! My experience is very similar to most of the reviews below. I have been waiting for some one to reply to me for a month. They are not responding and the claims handler is never available. The house after the water leak is absolutely destroyed.
Unfortunately all the below bad reviews are true. Have been trying to sort a fire claim for a year with Questgates. Fire was no fault of my own which they agreed to but their lack of contact and passing you round their various employees who are never in the office is draining and hard work. No one seems to actually want to close a case and get the job done. How a big company like AxA have a relationship with Questgates with their poor performance and reviews is beyond me. Loss adjuster never attends the property and one minute they agree to work they’re going to do and the next they’re denying it and saying they’re not carrying it out. They seem to think it’s acceptable to provide different/lower spec items than what was at the house previously and think a house with no doors, and non working fire/smoke alarms and faulty heating is ‘habitable’. Alternative accommodation payments weren’t even provided the first month and each time they’ve been given since they’re late 90% of the time so having to pay my mortgage and bills (council tax, utilities etc that I’m not using but the workers (when they’re there) are) at a house I can’t live in and also rent payments elsewhere. The worse thing is the work would have been about 3 months maximum if they just got on with the work but apparently this is impossible. Even some of the work they have done is of substandard quality. Windows have had to be replaced multiple times due to incorrect installation, plastering has to be redone multiple times due to poor finish, decorating also poor and even items that weren’t ruined by the fire they’ve managed to ruin when at the house! Really just want to get back home but to a clean, completed home which appears to be something Questgates can’t achieve.
If I could give a 0 star review I would. Been sat with a smashed window for nearly 8 months. How any insurance company can partner with QuestGates is beyond me. Any company that recommends this team should seriously push back & avoid at all costs. I would also encourage you to switch insurance providers if they force you to use QuestGuests as its an unprofessional & disgraceful move on their part.
There is a strange cycle of one person taking a case and then disappearing and passing it to another person who you need to explain all from beginning and him/her promising to sort all out for you and then again disappearing and yet again passing the case to someone else who does exact same thing! First dealt with Janis, then Sarah Deane who after many promises disappeared, then Jack, then about 6-7 other people and now down to David which last told me he will contact me last week and yet nothing in 2 weeks.
Questgates Ltd is located at 11a, The Wharf, THE WHARF, Bridge St, Birmingham B1 2JS, UK
You can contact Questgates Ltd at +44 121 411 0535
You can find directions to Questgates Ltd by following this map link