QuestGates Reviews 

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.

AVOID AVOID AND AVOID
GET THE FINANCIAL OMBUDSMAN INVOLVED AS SOON AS POSSIBLE!
’m extremely disappointed with how QuestGate has handled my recent car insurance claim. From the moment I submitted the claim, the communication has been virtually nonexistent. I’ve had to chase updates myself, sending multiple emails and making phone calls—most of which went unanswered or were met with vague replies that offered no clarity.

Being without a vehicle is stressful enough without having to constantly follow up for basic information. At no point was I given a clear timeline or meaningful status update. I felt completely abandoned during the process, with no sense of urgency or responsibility from QuestGate’s end.

For a company that’s supposed to offer support in difficult situations, this experience has been unacceptable. The lack of communication shows a serious lack of professionalism and customer care. I will not be using QuestGate again and would advise others to think twice before relying on them.

There’s a reason this company has such poor feedback and from my experience it’s well founded. So much so that from now on I’ll make sure that no company I deal with in future has anything to do with Quest Gates. Unfortunately I had to give 1 star as you can’t give 0!

The entire process was made very simple by David Henderson our appointed property adjutor, David was very professional in all his communications and ensured that we were totally informed of the process and worked hard to ensure we were compensated fairly for our loss. I would recommend QuestGates to anyone in the future and especially the quality of service delivered by David.

Kind regards,
Chris Headley

Daniel Lucas Dene was so efficient and prompt, he was easy to contact and always returned calls and e mails as quickly as possible, a real asset to your company!
Dayle Williams

Our loss adjuster was efficient and was easy to communicate with. Our claim started after the storms in December and case was fully sorted by March. Very happy

Dreadful, frustrating, appalling and exhausting

I started a claim in January 2024 - yes 2024 not 2025. I am STILL arguing with incompetent staff about the settlement of my claim and am submitting a complaint with a view to involving the financial ombudsmen. I won’t go into detail as it’s too exhausting for words but I have had to battle and argue all the way to get any kind of response from this insurer. The last time I sent an email it took them 12 weeks to respond! I’m appalled at the absolute lack of customer service and care from this company.

Do not insure with them. If you ever have to claim, expect a battle.

I felt my claim was dealt with in a professional manner. The process was straightforward and staff efficient . No complaints.

Effortless, fast and efficient claims settlement process. Helpful, friendly people to deal with at a difficult time. Would highly recommend.

I was really surprised when I saw the poor ratings and reviews for this company. In my experience they couldn't have done more to help or responded any quicker to the claim I made for a laptop that I irrepairably damaged when I slipped and fell on the ice on my driveway. All phone calls and emails were answered quickly by very polite and helpful staff and the claim process itself was a breeze once I got the right paperwork together. The claim was settled in full (minus the policy excess) and I even got a follow up call afterwards to check that everything was ok.

I'd give Zero Stars if it was possible. It's been 7 weeks nearly since the storm in January this year and our building still isn't watertight. I'm now having to pay out money for the repairs as this company made an offer so that we could proceed which I accepted and it's now dragging their heals on arranging payment. Completely unacceptable and almost fraudulent. I can't recommend them at all - avoid any company that uses them if you can.