QuestGates Omdömen 

Awful insurance company. They will attempt delay the process by making you jump through hoops. Customer service rep will blantely lie and then the manger will try patronise you. Waste of £300 a month.

Once again a company that deserves no stars. Totally understand the approach made and would suggest that they review how they do business. Our recording will be used in the media as well as the ombudsman due to the nature of their behaviour towards a known vulnerable person and his wife.

Had these chancers send someone up from Newcastle to my address in Scotland on a Sunday afternoon claiming my insurance company had instructed them to come and take a written and signed statement from me regarding an accident I was involved in over a year ago.

I contacted my insurer this morning and they told me they would never instruct such an act and would never send anyone representing them to anyone’s address for any reason.

Needless to say I sent him packing but he was trying his best to intimidate me and throwing around words like “accusations against me” and “ability to obtain insurance in the future” so I urge anyone in a similar situation to just shut the door on these scumbags and tell them you’ll call the police if they don’t leave your premises.

This company should be ashamed at themselves and I hope someone takes them down.

Very unprofessional staff. Lyndsay (Property Adjuster) said she would get back to us by the end of week commencing 22th January and she did not bother to do anything or contact us. When challenged, she replied that she was ill. Even if not a lie, it should not be my problem. If you don't understand the urgency of some situations, just change the business.

Very slow at getting answers. They don’t rush themselves in the slightest. You will have to constantly be on phone trying to get any sort of update. They would have got no stars. But a man called Keith turner works for them. He was very good with the communication and he really got the ball rolling for me. I’d buy the man a beer if I could. Thanks Keith

Incredibly slow and impossible to get in touch with.
Loss adjuster visited property in Nov - 2 months down the line and still wating to hear from him or his assistant. Meantime a family with a child with medical condition is forced to live like squatters.

Starting from my first claim Oct 8th, it's been 64 days. The process of getting the first settlement plan out has been incredibly slow, and many professional factors weren't considered listed in 'terms of services' by the insurer Lonham. One thing that needs to be noted is that the adjuster doesn't consider the total insured value that we as a consumer, initially paid the insurance for. However, with all due respect, ihmo that's why insurance exists. Personally, I had no interest in navigating through this insurance claim process initially, I hope all the damages incurred during the handling process never happened, and I don't want to bring this to the next year. Would you pls kindly get back to me ASAP?

Been without access to my toilet for over a week now. Every time I phone I get told someone will be in back in contact with me / will get an email. Nothing comes through. Absolute joke. Only one toilet in the home and I have to travel over a mile each way every time I need the toilet.

Contacting the ombudsman and environmental agency.

No response - 5 MONTHS LATER!!!

See my previous review...no update!!!!! No response to my emails!!!

Does this company even exist??

Unfortunately we had to deal with this company after our room was ruined by a Next candle . They are so unprofessional & rude on the phone especially an agent called Michael who used words like” let’s cut to the chase “ we reported him but I bet he’s still there . They do not ring you back & all over talk the customer . Poor training . It took months & it was only because we rang them each day to chase it up . They are a shocking company. And don’t ask me to message you as I luckily never have to deal with you ever again 😡

WARNING! BASED ON MY EXPERIENCE THEY WILL ADD TRAUMA TO TRAUMA IF YOU HAVE HAD TO MAKE A CLAIM FOR A MAJOR EVENT SUCH AS FIRE, FLOOD OR SUBSIDENCE! I'LL WRITE NO MORE AS THEY ARE STILL DEALING WITH MINE, HENCE GIVING TODAY'S DATE BELOW.

I had a claim sent since March 2023 and only on 11th Sept QuestGates came up with a confirmation for payment. Although after sending invoice and confirming bank details [29th September], QuestGate has still not done the needful to pay. When follow up calls done, all they say, we willl get back to you. Today after calling QuestGate again and no getting anywhere, I had no choice than send me complaint to Financial Ombudsman [ mail sent with option to see delivery and read. Shock to see that one mail address to QuestGate was deleted without being read. I leave it to you to make your own judgement.

First they say one thing then they change completely. They're just a waste of time...and money.

EDIT

There's no point in asking me to contact customer service. You already have all my data and know what happened. If you are a serious company (!!??!!) proceed. My time is money.

We were flooded New Year of 2023 the kitchen was hit worst but extensive work is required to reinstate the entire property.

As of today we are still in temporary accommodation with the tendering process for the works not even started.

Our Questgates loss adjuster takes weeks and months on occasion to respond, reports aren’t supplied, authorisations are delayed. Communication is sparse. Insurance company, Loss assessor we had to resort to instructing and ourselves having to chase constantly. Our soft goods were only returned last week.

On 2 occasions we have been left out of pocket for accommodation.

I’ve filed complaints with the insurance company, and spoken almost weekly to their technical claims department.

Questgates has taken a stressful situation and compounded that trauma many times over.

*** update 1/11/23
I spoke to customer services following this review to a very nice woman who was very apologetic, empathetic and promised to help get things moved along and to schedule regular updates.

We’ve had one update since then directly and one more via our representative. The tendering process has still yet to start as demonstratively incorrect information was stated in Questgates response to our surveyors report. We are currently seeking a meeting at our property to discuss these issues but so far this has not been successful.

I will update as this continues

Felix at Questgates is always incredibly helpful and friendly. It’s a pleasure to experience such a high level of customer service.

Questgates were employed by Covea to handle a claim where we were a third party (a vehicle insured by Covea hit our brick wall). It is a shame that Trustpilot do not allow zero stars. I would be embarrassed if I employed these people to deal with a matter on our behalf. In fact I would be embarrassed to admit that I worked for Questgates. They totally misunderstood the situation and there was no sense of urgency. We ended up paying for the repairs ourselves, as a small family business this was not acceptable. We did, after 5 months, get a fraction of what it cost us, however Questgates were so useless we ended up having to deal with Covea directly. Avoid at all costs.

On 5 May 2023, a car hit an estate garage. Insurance details were exchanged between the driver and AXA. AXA instructed questgate to assess and repair. A subcontracted company did assess and place barriers around the damage, and since then NOTHING has happened. If I could give questgate negative stars, i would. AXA need to seriously examine their relationship with this appalling company, or they will be tainted.

QuestGates Rating 1 Star

What can I say, I only gave one star because a zero was not an option.

This company will pretend to have your best interests at heart, but remember they work for the insurance company they do not work for you.
They will come across all nice and helpful then extract information which they will use against you with the insurer.
I can only hope if you have a claim Questgates are not the insurer approved loss adjuster.
I am sure they get paid a commission from the Insurer when they save them money.

They get delegated authority from the insurer but then pass the buck back to the insurers.
They are carless with your information, they send emails to places they shouldn’t and are down right not trustworthy.

We have had the most amazingly excellent service from QuestGates, from our first telephone call to the final payments.

Everyone has been amazing, helpful, timely, polite and friendly.

James Walsh in particular is amazing, when he came to look at the issue ( leaks in bathroom ) he was on time, so polite and explained everything to me clearly. He's been in continuous communication with us, given us advice as this was all a new experience and made a horribly difficult time for us so much easier because of his help.

Saima Nawaz was also really helpful as was Sarah Rattray. I'm sorry if I've not named checked everyone.

James is an absolute professional.

Thank you everyone.