QuestGates Omdömen 

ZERO Star if possible – 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 disrespect no interest in resolving your claim whatsoever.

Absolutely incompetent at everything after my first loss adjuster decided to go off on sick for 3 weeks without telling anyone from the company also he would never answer his phone and also had no answer phone this held our claim up by atleast 3 months and then after that going on long term sickness and being sacked then we was appointed our second loss adjuster through questgate then the second part time loss adjuster only passed on to our third loss adjuster needless to say no updates I had to call them every time to get any updates even though I made it very clear I needed regular weekly updates I have just been told Hastings have taken questgate off my claim totally due to there total lack and regard to anything that has been asked of them I hope no one else has to deal with this company as they have caused so many problems upset and drove me crazy with how little they care I hope never to have to deal with this company ever again

Since QuestGates were appointed as my claim handlers, I have had nothing but problems. Communication has been extremely poor, and there has been little to no follow-up on my case.

My claim was logged in September 2024. A year has now passed — it’s September 2025 — and the remedial works on my property have still not even started, despite the fact they should have been completed by the beginning of August 2025. Despite repeatedly chasing for updates, I was left in the dark for long periods of time.

Even my insurers were chasing them for information on my claim and received the same lack of response. They had to escalate the matter internally.

My insurers apologised to me for the way Questgates have mishandled my claim and even returned my premium as a good will gesture.

Over time, I have had several changes in both loss adjusters and surveyors, but each change brought no improvement — the same lack of communication, stalling, unable to get through in the phone and lack of progress continues. I was even forced to raise a formal complaint both with my insurance company and with Questgates, which led to another change in loss adjuster, yet the issues remained exactly the same. Another stalling tactic.

When you go to Questgates website, this is what they claim "Every adjuster in our team has been selected for their aptitude to deliver a great customer experience" This is an absolute joke and has definitely not been the customer experience I have received. In fact I'd go so far as to say it is completely non existent as far as my claim handling goes.

Due to the ongoing mishandling of my claim and the way it has been managed, I am now left with no choice but to seek legal advice out of necessity.

This has been a deeply frustrating and stressful experience, and I would never use them again and would not recommend QuestGates based on my experience and how my claim has been handled.

The same as with all the other customers here, the service we have received has been very poor. Continuous delays and excuses. I have raised a complaint with our insurer but to no effect; zero accountability taken by either them or QG to actually take responsibility for delivering a good customer outcome. Hugely frustrating and upsetting for our family.

Once the claim was passed on to the company prompt action was taken and handled the claim within a set timeframe.

Despite some of the bad reviews, I’ve personally had a fantastic experience with my claims handler Chris Perrin. He has guided me right from the start, until the end, has responded to me always in an efficient manner, been very compassionate over the phone, and I was more than happy with my final settlement offer. Don’t lose trust in this company.

Appalling customer service! They never get back to you so you have to constantly chase. It took them nearly 2 weeks to send me the decision letter on my claim and that was only because I kept calling and chasing! I have informed them I want to appeal the decision, I was told a manager would call me back. A week later, no manager has called me. I have chased again and all I get it ‘I’ve sent them a message asking them to review urgently’ no timeline, no apology, nothing! Disgusting service. Poor company! My advice would be to never use them. If you want to make a claim, chances are they will find a reason not to pay out. Quick to take your money though!

Unbelievably incompetent, no urgency, no attention to detail, no common sense, no customer care. My bathroom ceiling collapsed on 3 March making holes in the floor large enough for an adult to fall through. We’re now nearly six months later and they’re asking for yet more quotes. These could have been requested months ago. Meanwhile, I have lumps falling off the exposed joists into my bathroom every day, can see the neighbour through the ceiling and have holes large enough to fall through on the floor. It’s hard to understand why anybody would use this company that makes a bad situation even worse.

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.