QuestGates Bewertungen 

Absolutely inept. This shower should hang there heads in shame. I get that they are protecting their insured company who were also a complete waste of space! But come on at least appear to be concerned. Border line abusive and almost accusing me of fraud. How dare they. I reluctantly have agreed a very poor settlement that leaves me considerably out of pocket but I just need them out of my life. Please try and avoid any dealings with this lot! 1 year of total grief and I now need to do the repairs myself. Jeez! I never write reviews like this. First time for everything I guess.

Email asking to get in touch by phone, 35minutes on 3 different occasions, no-one answers, looking at reviews i wish someone else was dealing with my claim

With flood Re insurance QuestGate facilitated a new hot tub which was irreparably damaged by flooding. Our customer touch person answered her phone every time we rang - no automated system to navigate - and led us through the whole processs quickly and easily. I would 100% recommend their services.

Claim was for flood damage. The loss adjuster was very helpful throughout the process. Two of the contractors appointed were not so good.
The builder, a national firm only 2 mins drive away from our house, would not be able to inspect the damage for at least 3 weeks. We sourced our own builder and Questgates were more than happy to accept their quote and the whole job was completed in 6 weeks.
The relocation company were based in Southend. We are on the south side of Glasgow so they had no concept of the area nor the costs. Questgates were happy for us to use local Airbnb's. The local Questgate staff get full marks however.

No updates, no calls, the customer constantly chasing. My roof has been damaged now for 6 months and I still have no closure. Promises of call backs and updates never happen. I've had to raise there processes to the Financial Ombudsman to seek a solution as its still going on and on with no action. I've never had to deal with such a dreadful company. The stress and anxiety caused by them daily is unfair.

QG Reference: QG1N1336520

It just pained me to even click on the 1 star options as that would suggest that we had received an iota of service from this shockingly inept company. Since our house fire I feel like they have gone out of their way to see just how much more stress they can add to an already awful situation. They either completely ignore you or drip feed unnecessary requests every few weeks that if they were truly necessary, should have been requested from the start. In our case it's Tristram Monk but from reading other reviews it's common practice in this company. I honestly feel like they get a kick out of making families suffer just that little more than they already are by playing God with their situations, reading other reviews just broke my heart. The trouble is a loss adjuster isn't someone you choose, it's someone and insurance company chooses so anyone reading this is probably because they are already in the hands of these buffoons. So all I can do is wish them the best of luck. Shane on your Admiral for seeing reviews like this and still utilizing them.

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).

We are now over 4 months since the fire and seem no closer to resolving our contents claim. As a family with your children, this is completely unacceptable.

I urge you, should you have to deal with these charlitans, get help as they are the worst of the worst.

tl;dr version: It has been 6 months since I raised my claim about Storm Eowyn taking the roof off my flat, and no repairs have been authorised by this useless, time-wasting company. AVOID! Cannot live in my flat, out of pocket thousands for months.

Details:
I have had to hire my own private loss adjuster firm to deal with CPAdjusting / QuestGates because chasing them is a full time job and I already have one. A sampling of what they've put me through:

- I had to go out of pocket to pay for roof repairs in February, which they did not reimburse me for until April despite receiving every document they requested in a very timely manner.

- Every time my loss adjuster rings, the person he needs to speak with is "on another call" or "just stepped out", which means it takes weeks to get replies to very simple things.

- No repairs have been authorised in my flat, which is now absolutely riddled with mould and damp. They have rejected every quote, insist on sending their own surveyors out but take weeks to arrange site visits, and then reports aren't filed for several weeks more, which means that as of 26th June, 2025 - just days short of six full months from the storm - no stripping out or drying of my flat has taken place.

- I was unable to get authorisation for Alternative Accommodation, despite it being included in my policy, until March, two months after being told to evacuate my uninhabitable flat. I then have had to pay out of pocket for rent on top of my mortgage, at one point I had to borrow money from friends because I was £2800 out of pocket for rent payments that hadn't been reimbursed.

- I have had to raise a formal complaint to get the payments dealt with, which surfaced an "IT problem" with their system. And despite all the hassle they've put me through, the new handler on my case (who was appointed at the start of the month), still hasn't reviewed my full file and is being obstructive about approving the quotes for stripping and drying my flat that have been with QuestGates for nearly two months now.

If I could give them less than one star, I would. Zero stars. The stress these people have caused me has led to me losing weight and my hair starting to fall out. I just want my flat to be liveable again, and they seem absolutely determined to bankrupt me and drag this out for as long as possible while doing as little as possible. I am already drafting a new formal complaint as this continues to take far, FAR longer than necessary.

Update 1/7/2025: I have emailed the Customer Services team as they requested, on 27th June. No response thus far.

Update 21/7/2025: Still no reply from Customer Services. Clearly they care more about appearing to deal with very unhappy customers than actually supporting their customers. No surprise there.

Update 16/2/2026: It has now been over a year since the storm which destroyed my flat, and my flat has been left in a horrible state of disrepair for the duration of that time. QuestGates has now paid out two separate compensations for two formal complaints about unnecessary delays, but have not improved one bit.

At present, I am £1400 out of pocket with another £600 owed to me for fees charged by the Council for an unoccupied property of over 12 months. Since September, they have refused to sign off any restoration works despite the restoration job not being complete yet, which means nothing can happen. I cannot rebuild, I don't have a settlement figure, I am stuck in limbo while my flat rots. I have opened yet another formal complaint and will be taking it to the Ombudsman at this stage.

I will never, ever, ever use a company that uses these absolute charlatans again. Do not go near this company with a bargepole.

The people I dealt with were very understanding and helpfull.
My loss adjuster would always call back if I had to call the office if he was on other jobs,this was storms end of January they were very busy.

I made an insurance claim after having extensive storm damage and David Henderson was the appointed property adjuster who assessed the damage. I was so impressed by his handling of the claim, and he was very helpful throughout the whole process. On the occasion I called to ask advice, his team was extremely helpful and friendly. I would definitely recommend Questgates. Five stars well deserved!

Our house suffered damage from a neighbour's house fire in mid December 2024. Our insurer, Admiral, appointed a Questgates loss adjuster to handle our claim. It is now mid June 2025 and zero progress has been made towards the building works required so that we can move back into our home. I hold Questgates accountable for this. We have complained over 6 times since the start of the claim. Problems have included:
- the first loss adjuster visited on Christmas eve. We never heard from him ever again, he didn't pick up the phone or reply to any emails. We were left totally in the dark. It took two complaints for our insurer to chase up Questgates who eventually appointed a new loss adjuster in March 2025, 3 months after the fire happened. During that time our insurer had to handle other aspects of our claim themselves, such as helping us with alternative accomodation. Usually this is the loss adjuster's job but he told us absolutely nothing at all, we were fortunate enough to stay in a spare room with family for these months. I was amazed to discover we should have been receiving disturbance allowance all that time, no one had told us.
- the first loss adjuster was also very late to the first site visit, he gave the reason as being hungover. My partner had driven for over an hour on Christmas eve to go and meet him and he didn't even show up on time
- the second loss adjuster appointed in March seemed more communicative at first but then vanished for weeks at a time, we were unable to get hold of him causing many more delays to the claim. This seems to be the culture at Questgates - they vanish for long periods of time, they don't reply to phone calls or emails for weeks, only eventually doing so after you file complaints with the insurer
- Questgates eventually sent a building surveyor months late to survey the damage to our property. I got a bad feeling when I was showing him around - for example, we went into our loft that was completely covered with soot and ash, smelling very badly of soot, in addition now covered also in soot mixed with builders dust from the works from where the fire originated next door. I explained to him that we had been advised by Belfor (a fire restoration/soot smoke damage expert sent already by Questgates) in a report that the loft flooring, the damaged insulation and firewall all needed to be taken out and fully replaced due to soot contamination. He stared at me blankly and then said: "has it already been removed?" I had to patiently explain that no, it hadn't been removed... Anyone could see that we were literally standing on it?!? What was he talking about? It was black with soot. He also later asked me what did I mean by "soot"... Erm, the black powder that is covering everything that is generated by a fire??! We got his report back eventually after chasing it and of course he said we didn't need any of it removed and it needed further investigation! He also said we didn't need the bathroom units or flooring replacing when Belfor had already advised they were soot stained beyond repair, same for the kitchen and oven. I am not sure who this building surveyor is, but he clearly has questionable knowledge because he said in the report that our Victorian terraced house was built after 1940... (!!) Thankfully, I had copies of Belfor's reports that stated we needed all of those things replacing/fixing and once I forwarded them directly to the insurer and complained again, they agreed with me about the discrepancies and are now in the process of reviewing the claim, again, although I was completely dismayed to discover it's now back in the hands of the building surveyor so we are now stuck at that stage with no sign of any building work starting soon
- whilst all this has been going on, I've been pregnant - I found out the day after the fire. The baby is due in the summer, no chance of being back in the house by then. The fire itself was very traumatic and our neighbour sadly died. The builders next door said it was one of the worst fire damaged properties they had seen. I have suffered a lot of anxiety as a result of my experience having to deal with Questgates, it's really affected every area of our lives. Nobody cares about the human impact. I would actually say the loss adjuster from the neighbours house was far more helpful and sympathetic, my partner spoke to him and the first thing he said was to make sure everything gets done properly in the house especially as your partner is pregnant and you have a baby due soon, don't let the insurance cut any corners. Think we will consider renewing our insurance with that company instead. I cannot wait for when the day comes that we never have to deal with Questgates ever again, a terrible company and I feel sorry for anyone who works for them to be part of a culture of treating people this way.

Very professional, polite and compassionate

My experience with Questgates is based on my contact with Caroline Tate, who managed my claim.
The claim concerned a difficult to detect water leak which had ruined the walnut flooring in the hall, and it was indeed a very fluid affair!
However, throughout the process, Caroline communicated clearly and promptly, responding without delay, and managing the process extremely well. She spelled out clearly what needed to be done at every stage, and communicated with myself and the companies engaged in first discovering the source of the problem, and then the repair and refurbishment.
A stressful problem was resolved quickly and very satisfactorily due to her clear communication and speed of response. Her efforts were very much appreciated!

We made a claim on a new house policy taken out over 6 years ago and were worried that the claims process would be difficult. Once our claim was approved, it passed to QuestGates to manage and we were really pleased by the service we received. They were friendly, very easy to deal with and communicative throughout the process. I would definitely recommend.

Lisa our loss adjuster was extremely helpful throughout our claim and our work to replace our damaged roof completed within a few weeks.

Excellent communication and understanding of our predicament, very professional and very easy to recommend-Daniel even called us on a Saturday to ensure things were resolved appropriately.

My insurance company was awful and dragged their heels in with everything but David the loss adjuster was extremely helpful and always did get back to me when he could. The team overall were good and I appreciate their help and efforts. I would recommend them.

I'm still waiting to hear when work is going to start on fixing my flat, after a fire 6 months ago. I have two contact details at Questgates but neither is answering my calls or replying to emails. If there are reasons for the delay, I would like to know. Not knowing is affecting my mental and physical health. Why won't they give me an update?

User-friendly, excellent service, thanks a lot...

This company were appointed by the NFU to deal with our claim. They came the same week and from there on were extremely pleasant and efficient. No complaints.