QuestGates Omdömen 217

I am sharing my experience with QuestGates as the claims handler/loss adjuster involved in a new-build warranty claim.

My concern is not simply that QuestGates declined the claim. My concern is the way the claim was handled. The issue had been reported within the relevant period and had been treated by the developer for a prolonged period as a defect requiring attention. However, the developer changed their position afterwards, and QuestGates accepted it and closed my claim, instead of questioning them and investigating the matter.

I repeatedly asked for clarification on key points, including what evidence had been reviewed, whether my independent evidence had been considered, what weight was given to it, why no clear written closure decision was provided at the time, and what was meant by references to “mediation”. I do not consider that those questions were properly answered.

I also found the communication dismissive and patronising in parts. In my view, QuestGates’ handling of the claim gave the appearance of being aligned with the developer’s position rather than carrying out a genuinely independent and transparent review.

I have now raised a formal complaint regarding the handling of the claim, including concerns about the adequacy of the investigation, the consideration of evidence, unclear claim closure, communication, references to “mediation”, and the overall fairness and transparency of the process.

Based on my experience, I would advise anyone dealing with QuestGates to keep detailed records, ask for all decisions in writing, request confirmation of what evidence has been reviewed, and escalate formally if clear answers are not provided. Or, totally avoid using them. Good luck to all!

15.05.2026_Update following QuestGates’ response:

Thank you for confirming publicly that my formal complaint has now been logged.

Unfortunately, that does not address the substance of my review. The concern is not merely whether a complaint exists; it is why a formal complaint became necessary in the first place. My concerns relate to the handling of the claim, the lack of clear answers, the absence of a proper point-by-point review, the treatment of evidence and chronology, and the transparency of the decision-making process.

I will await the outcome of the complaint and hope that the investigation is genuinely independent and evidence-based, rather than another restatement of the previous position.

QuestGates dealt with my insurance claim for a lost hearing aid very efficiently. There were no quarms, fuss, questions or queries that would have delayed things. They dealt with my claim and the funds were in my bank account in no time to enable me to purchase a new hearing aid.

So far the whole process has been progressing at a snail pace. 78 days since our fire, still no BI payment. What’s the point of having Business Interruption, if you can’t get any money off them for it. Delaying paying out for customer loss. This is brand damaging.
Communication is unclear, not specific and relatively patronising.
Drip, drip goes Questgates when asking you for information… fairly good delay tactic.
To them my business may be 1 of many, but to me, it’s my everything. Shame on you Questgate.

Quest Gates were appointed by our insurance company after water leak damage . Our loss adjuster ( Tristram ) was excellent . He was professional , supportive and was an excellent communicator . He supported us through the situation and we were happy with the process .

Slow to communicate, generally unhelpful no check on the quality of the work undertaken by their choice of contractor.

Excellent service. Very prompt and easy payment. No quibbling. Recommend.

I will take this opportunity to express my gratitude to our Property Loss Adjuster Stephanie!
Throughout a stressful experience for my wife and I, Stephanie was outstanding, and the full Questgates team should be applauded for a good job well done!!

From start to completion we were able to contact Stephanie or the team, and we were kept abreast of developments.
The subcontractors appointed were a credit to Questgates, with a good, clean and courteous service provided.

Thank you to all involved 🙏

We dealt with the nicest and most helpful man who couldn’t have been more supportive from your company. Adam went over and above and just was so kind when we were so stressed out. We are very grateful to him.

I've worked with Questgates for many years - they are reliable, professional and quick at resolving issues. I also fine their online portal very helpful.

We have a longstanding relationship with Questgates but the attention to detail remains present, swift resolutions are provided to any queries and continued development of their service avoids it stagnating. It's a pleasure to work alongside them, and with their team.

Julie in the Subsidence team took a claim that was incredibly mismanaged by another company and turned it around in quick succession. Myself and my family were hugely grateful for her throughout the very stressful process by making it as pleasant as is possible. She advocated for us and made us feel we were the top priority and communicated constantly throughout. Whilst I certainly wouldn't want to go through the process again, if we have to I hope that Julie is the one handling it.

Following on from my previous review - still no resolution to our claim 8 months on. I have started dealing with storeprotect themselves now and have made more progress in 2 months than I made in 8 months with Questgates. At least now I don't have to wait 1-2 months to get anwers to my emails, and storeprotect seem to want to actually resolve my claim.

Borderline incompetent claims management used by Admiral.

We had Laura deal with our claim for water damage repairs and rent loss on our buy to let let apartment.
From the moment of fist contact, Laura was very responsive, professional and highly efficient in what was a financially difficult time for us and not made any easier but the underperformance of the block managing agent.

It’s been an absolute pleasure working with QuestGates so far. Communication has been quick, clear and friendly, and everything has run smoothly to date.

I was lucky enough to have a very good Agent very helpful.
What was a disaster from a radiator leak turned into not so bad experience
It is my first claim from Insurance, which I thought would be difficult, but it turned out to be very fair

Our experience has been extremely poor from start to finish.
What should have been a straightforward claim has instead become drawn out, frustrating and unnecessarily stressful. Communication has been inconsistent, key points we’ve raised have repeatedly gone unanswered, and we have felt passed from one party to another without any real ownership being taken.
The lack of clarity and shifting positions have been particularly disappointing. After months of discussions, to suddenly be told that aspects of the damage were not accepted — despite earlier indications to the contrary — has been incredibly frustrating.
We have tried to remain patient and reasonable throughout, but the overall handling of this matter has been far below what we would expect. It has required far more time, effort and persistence on our part than should ever have been necessary.

Quest gates were contacted by my insurance company after my report of an oil leak. It was a worrying time for me but my initial chat to Sue helped ease my concerns and throughout the whole process Sue was always available to answer any questions I had.
The work was done by SEED, they were very helpful, making a very difficult time much easier for me. Abi and Amy were responsible for analysing the soil etc. and did their job most professionally in very cold and wet conditions. Gaz and Ollie worked so hard in extremely difficult conditions and never complained. Each day the site was left clean and tidy, ready for the next days work. I can highly recommend them all, everyone kept me up to date with whatever they were doing in a pleasant, friendly and polite way. I didn’t have to worry about anything, it was all organised for me. Many thanks to you all.

House was flooded QuestGate were very fair with the initial assessment the companies provided to assess the damage and then repair it were very good
My mother had to go into respite whilst the works were completed this was all covered by the insurer the assessors were difficult to contact initially but this improved as the works continued overall I would say I was happy with the service provided and would recommend Questgate

This company it’s a legit scam, they just destroy people lives!