QuestGates Reviews 

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.

First class service from to start to end, David worked on our claim making a very stressful situation , a manageable one. The response from David with regards to emails and calls was very impressive. He explained the process and any questions we had. I would highly recommend this company to anyone who needs them. Thank you again , five star service.

David was very thorough and kept me informed every step of the way providing a very efficient and speedy service.

QuestGates provided excellent professionalism and customer service during my insurance claim for water damages on my flat.

I would recommend them to anyone who requires this type of service.

David was thorough, helpful and patient. Very professional service.

The Senior Case Manager Caroline Tait input on dealing with my claim was , supportive, professional, polite and very timely with her communications.
This provided confidence for the matter being dealt with effectively. Having the Human contact/communication added to the outcome of having a positive experience, rather than computer generated communications.

Excellent company to deal with and very effecient thank you

If I could leave zero stars I would. Avoid at all costs

An excellent company that made dealing with a very difficult situation as easy as possible. Chris and Ashley were always very professional, helpful and responsive.They expertly guided us through what at times was a painful process due to the incompetence of the insurance company. All round a solid and reliable option.

Having read the reviews I was obviously concerned however the reality I found was completely different. Admiral appointed Questgates I presume to find a way out of paying a claim……. Marc Hanson from Questgates was 100% impartial, acted with commensurate professionalism and aided the process despite the insurance companies time wasting tactics. There was never a phone call that was not answered or returned within a 24 hour window. I obviously cannot comment on the rest of Questgates staff but I would recommend Marc fully. Thank you

After a major fire and loss of my business, my life, my income. I can confirm this is the WORST company I have ever had the displeasure of dealing with. Axa appointed them as my adjusters. No communication is the main one, but also they will do and find ANYTHING they can to avoid paying out. They don’t care, they don’t have time frames. Months and months have past and im no further forward.

AVOID

Disgraceful organisation employing underhand tactics to block a legitimate insurance claim while acting on behalf of our insurer. Refused to provide recording of calls when requested. I would advise anyone to avoid them. I will be making a complaint to our insurer and if that is also ignored I will be changing my insurer.

QuestGates handled the claim process after a burst mains pipe in our flat. Our POC Ashley could not have been more helpful and really took the time to answer and Qs and guide us through the process, given we've never had to navigate something like this before. Even when I felt I was asking a lot of Qs, she was very patient and responsive.

She also took the time to email the night we had moved back into the property to check everything had gone well even though she was on holiday. Thank you to Ashley and the team!

Good experience. Had extensive water ingress. Ashley was very professional and made everything very straightforward throughout. I recommend.

Just wow, came to look at reviews as Ive just started a claim after my daughter was injured, they requested info to which j replied via email, this had not been acknowledged nor replied too, looking at these reviews just from this year alone looks like it's going to be a loong wait just for a reply, I'm holding out no hope although, I will take it further if they unreasonably take to long.

They were responsible for handling the claim process with the water ingress into my property. The handled everything professionally.
I would have given 5 stars however, I feel the process could have been completed a lil quicker. Besides the time constraint everything else was smooth.

I have never claimed on my house insurance until I had a serious accident occur in my home, where my 1 year old could’ve been crushed to death! NOT only was the service slow and took them weeks to email me back, BUT to be told that my claim seemed suspicious! I replied back and heard nothing for another month. Where I then took out a loan to repair the damages myself! Stay away from this company and check with your brokers who they are insuring you with. To nearly be paying £600 a year for house insurance to be treated like this is unbelievable.

Unfortunately I had an issue with my home and Questgate were appointed as the loss adjustor. From my first visit with Ashley she clearly explained the process and even came back to see me to discuss the surveyor report. Ashley has checked in on throughout the process and has been amazing. Very grateful.

We’ve had a valid, badly handled, claim with AXA which has gone on for 10 months. We were trying to run a business in an impossible situation which AXA were ignoring until QuestGate got involved.
Thank you to Mr Colin Stone who was better than fantastic. He has been fair to all, helpful,responsive and professional. Our claim is all sorted thanks to him. He’s the kind of decent person that’s only too rare nowadays. Look after him QuestGate.

Very professional customer service from David from Edinburgh branch. I can not recommend highly enough. David explained the whole process of claims in detail, answered any questions I had promptly and provided invaluable advice. Thank you.