QuestGates Omdömen 

Although it did take a long time to go through I was pleased with the professionalism, responsiveness and understanding shown by the firm's representatives in handling my claim.

The loss adjuster visited mere days after my claim for a storm-damaged barn was submitted and I received the payment the very next day. My claim was dealt with seriously and the amount offered was very realistic. I really could not ask for more.

David was polite and understanding of my claim, professional and organised my claim quickly, couldn’t fault the service, thank you Nick Ellison.

I had a flood at a house I own and the process took SEVENTEEN MONTHS from start to finish to get sorted. It really shouldn't have taken anything like that. I was getting emails and calls from different companies, nobody with a clue of what anyone else was doing. Contradicting each other, trying to move ahead with their part of the work without awareness of where things were at and with little management at any time. I complained about the service and they apologized and accepted responsibility, but valued this as reducing my excess by 34%. Their apology apparently being worth just that. I really don't recommend (AXA and QuestGates)

If there was a zero box i would have ticked it.
If you go on any insurance website check with your insurer that they don't use quest gates as there loss adjusters I didn't. I wont bore you to death with the detail as its probably like everyone else's. This company will use every tactic not to pay you, ignoring emails not answering telephone call really cannot believe in 2024 that a company like this exists.

My loss adjuster is completely unobtainable. Has never answered an email in the six months this has been going on. Never answers the phone or replies to messages. Stopped pay expenses months ago and stopped paying the disturbance allowance weeks ago.
Complained to AXA, but they seem ok with this level of service! They don't follow up on complaints.
I had a major fire. No help getting the electric back on. No help getting the water back on. No help getting the waste reconnected. They have refused to get heating so the house has been cold and damp all winter. Rain coming through the roof for months. They refuse to remove stinking mouldy contents. Six months in and not even a hint of a repair starting. Acro props holding the roof up. Holes in the ceilings. I now have rats living in the house and had a blue bottle infestation. Questgates not interested.
I'm retired and have to stare at and live with this devastation all day, every day.
I've got no idea what to do now or where to go. Concierge service make all the right noises but have no power or authority to help. Issues escalated to the loss adjusters manager but not received a response from them either.
Seems to demonstrate that Questgates don't care, they just take on more claims than they have the staff to deal with.

Avoid Questgates where possible. I have been trying to resolve an issue for over 2 years but they have made little progress. They fail to keep me update and do not contact me as promised. The contact number I have for the person dealing with the case is a Dublin one so I have to pay for international calls if I want to call them directly

Our experience with QuestGates has been nothing short of appalling. If you are considering an insurance policy that involves this company, think again.

Our buildings and contents insurance was purchased through One Call Insurance, meaning we had no choice in the claims handler—until we had to file a claim following extensive storm damage to our property. At that point, One Call Insurance washed their hands of the case and handed everything over to QuestGates.

For several months, QuestGates has done everything possible to avoid paying for the damages. They have been slow, obstructive, and dismissive, repeatedly using vague terminology such as "in our opinion" to justify their refusal to cover legitimate costs.

Their handling of our claim has been beyond unprofessional, creating unnecessary delays and roadblocks at every turn. Their lack of transparency and accountability means that policyholders are left with significant out-of-pocket expenses for damages that should be covered.

If you have a policy, check that QuestGates is NOT involved. If they are, reconsider your options immediately. You will be left frustrated, out of pocket, and deeply disappointed. Avoid them at all costs.

Very good communication throughout the claims process. Payment was made quickly, and I am very happy with the service received. Thank you.

On-going claim for serious escape of water which has caused considerable damage, 12/1/25.

Completely tortuous claims process.
1. 13/1/25 Rang Howden Insurance Brokers to inform them of situation. They had told me they were my first port of call. They agreed to inform the insurers. At the time I understood this was Magenta Insurance and to give it till midday next day to hear from them, otherwise ring Howden back to get them to chase Magenta.
2. 14/1/25 AM called Magenta. Told that they would do nothing, not even send out a loss adjuster, until the leak was identified and repaired. This seemed very strange. I spoke to NFU Insurance they said that should not be the case and that they would have sent a loss adjuster out already.
3. I rang Howden again to complain about the insurer's lack of response and Howden said they would call them again.
4. I then received a claim form from tpasolutions asking me for information and to complete a form, which was wholly inappropriate to the scale of the situation. So I rang them. James told me that this was a standard letter and form for simple desktop claims. I explained again the seriousness of the situation, which I assumed had already been described by Howden Insurance Brokers. James agreed a loss adjuster was needed and that he would speak to his colleagues. There should not have been this delay, a loss adjuster should have been appointed immediately.
5. Then Gemma rang from Questgates Ltd (loss adjusters) and told me a loss adjuster could attend the property on Friday 17/1/25 - five days after the escape of water.
At this point with Howden Insurance Brokers, Magenta, Questgates Ltd all in the mix and the whole process seeming slow, convoluted and designed to delay, I didn't know who I should be talking to.
6. After the loss adjuster, Mr Shinu John, attended the property, his emailed letter stated that a detailed report would shortly be sent to the insurers and requested additional information from me. It was at this point that I realised the insurers were Tokoi Marine HCC and not Magenta who are also insurance brokers.
7. Supplied information, heard nothing. Email Mr John on 22/1/25, shocked to get automated message that he was on A/L till 6/2/25, to apply to Mr Hassan for assistance and that his emails were not monitored in his absence.
8. By now anxious about the claim and that no one was dealing with it, rang Questgates. Discovered that the report had been sent to the insurers but that the information I had sent was missing. I had to resend it all. Mr John should have informed me that he would be on A/L and who was handling my claim in his absence and if I had not rung, I would not have known about the missing information. Unprofessional and incompetent. Other reviews of Questgates and Tokoi Marine HCC have also mentioned info they sent being lost and causing further delays.

It is now nearly two weeks since the escape of water and I hold Howden Insurance Brokers, Magenta Insurance Brokers, Questgates Ltd and Tokoi Marine HCC responsible delaying the processing the claim through their unprofessional and incompetent process pathway and management so far. I should not have had to jump through so many hoops to get a claim dealt with. I fear, having read 31 reviews for Questgates Ltd and 97 for Tokoi Marine HCC, mainly bad, that they will do everything to avoid dealing with my claim and paying out, by using a variety of delaying tactics, this is their M.O.

Every day that passes, the property degrades more and will cost more to repair. But if I go ahead with repairs on my own there will be even less incentive for the insurance company to do anything. Absolutely appalling service which never happened when I was insured with the NFU. I wonder if Howden Insurance Brokers knew about the bad reputation of Tokoi Marine Insurance and Questgates. I feel I was mis-sold.

A simple claim was made 2 months ago. A representative got in touch on 19th December to which we replied via email to all questions and raised a few of our own queries. We followed up on 3rd January and received nothing so followed up via email again on the 10th January……. once again ignored and today 23rd January we have sent another email.

Apparently they pride themselves on the highest levels of customer service according to the first page of their website…….. experience and trustpilot reviews prove otherwise and we definitely will not be renewing our insurance with any providers that use them going forwards.

Impressed with efficient and professional service , exceeded my expectations. Staff were informative and cotta ores did a great job visiting site .

I’d give zero stars if I could. We submitted a claim for a broken conservatory window, and subsequent redecoration, with our insurers back in May last year. All material, quotes, photographic evidence and receipts were supplied to the insurers and CPA Questgate promptly. From the beginning communication from CPA has been virtually non-existent and it has taken several emails and telephone calls from me to get any information about the progress of the claim. I did, eventually manage to speak to someone on the telephone on two previous occasions, each of whom said that the claim was being processed. On the second occasion, around October sometime, I was told that it would be actioned on that day. This never happened, On the latest occasion, on 11the December 2024, I spoke to a the claims adjuster who said she would have that completed on that day and it would be paid in 7-10 days. The money has not yet appeared in my bank account. When the payment did not appear in our bank account I wrote an email, followed by two further emails, none of which has been answered. I have tried phoning on several occasions yesterday and today, and no-one answers the phone. This behaviour is totally unacceptable and unprofessional and verging on criminal, fraudulent activity. I have never experienced such deplorable business activity in my life.

Wil be six months soon since Questgates have been handling my claim on behalf of AXA and they have left me no choice but to complain to the ombudsman. They owe me a large sum of money which they keep ignoring and not expensing back. I was told that my claim was "not long term enough" to be put in adequate alternative accommodation (such as an apartment or airbnb), and yet here we are six months later, being bounced around hotels, not having extensions renewed in time, being homeless and not knowing where I am going, not receiving replies to emails and being ignored. AXA will simply lose business from having these people represent them as the complaint with the ombudsman is with AXA and they can deal with Questgates themselves. If you see this, do not renew your insurance with AXA as they use this company ad you want to avoid them at all costs.

Awful company. I’m not sure why Axa use them? Playing around with people’s money. Still waiting on business interruption after a year of no business!!! They are stopping me from setting up again. If only these adjusters realised they are playing with people’s livelihoods. A failed system.

The claim was handled quickly and efficiently, and allowed for some personal adjustments to the final works. Far from being the uphill struggle so often portrayed in these matters, this was an stress-free breeze. Well done!

The claims handler , gave concise details of what was needed in a very courteous and professional manner.
My IT skills are not the best but she was very understanding and provided assistance when needed .
My only negative was the size of the excess on the policy

Claim date 5.09.2023 till now no solution.keep asking same papers which i have provided more than 3 times.Anyone wants to destroy there businesses join them.

What's the point!
Appalling Communication, chased on numerous occasions over a 10 week period, regarding a policy claim.
Emailed, called and left answer phone message with Alistair Steward, Director who hasn't replied, and have just received an email notification informing me the email I sent him has been deleted, without being opened. What's the purpose of 'Meet the Team' page; vanity and ego massage of the 'Directors', or persons accountable / responsible for the 'service' they oversee.

To clarify the 'truth' (Alistair) .... I called the customer service help line on Monday, before somebody returned my call, and yes somebody did get back to me, I also ask for a summary of the conversation to be emailed to me, which the operative agreed to which I still haven't received, or should i expect to chase for the next 10 weeks!
Perhaps in you reply on Trustpilot, it might be worth actually apologising for the poor service, not 'sorry to read your review'!

Please don’t bother replying I’ve wasted too much time dealing this to date.

Disgraceful Service – Legal Action Imminent

The handling of my insurance claim has been nothing short of disgraceful. This company has failed on every level to meet its legal and regulatory obligations, showing outright incompetence, negligence, and contempt for its customers.

After submitting all requested documentation and following up repeatedly, I have been met with silence, inaction, and complete disregard for my rights as a policyholder. No updates, no timelines, no explanation—just endless delays that have caused unnecessary stress and inconvenience, particularly for my father, who relies on the resolution of this claim.

This company’s failure to act is a clear violation of FCA regulations, including:
1. DISP 1.4.1R – Requiring complaints and claims to be handled promptly and fairly.
2. PRIN 6 – The duty to treat customers fairly, which has been utterly ignored.

These delays and lack of communication are not only unprofessional but may also amount to a breach of contract and bad faith handling of an insurance claim. If this matter is not resolved within five working days, I will escalate the complaint as follows:
1. File a formal complaint through their internal complaints process.
2. Report the company to the Financial Ombudsman Service (FOS) for an independent review.
3. Notify the Financial Conduct Authority (FCA) of potential regulatory breaches.
4. Begin legal proceedings for breach of contract and damages caused by unnecessary delays.

Enough is enough. This company’s behavior is utterly unacceptable. If you value professionalism, transparency, and prompt action, avoid this provider at all costs. Their failure to meet basic standards is a damning indictment of their business practices.