"I had a claim sent since March 2023 and…"

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.

"Avoid them!!"

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.

"House Flood (update 1st November 2023)"

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

"Always helpful!"

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

"Embarrassingly useless people"

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"

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.

"Incompetent"

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.

"Excellent & Professional"

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.

"It’s a scam,"

It’s a scam,
1 star is too much. I’ve read reviews about people waiting a month for their claim. My claim has been going on for 20months. I chase endlessly. Emails are never answered and calls are never answered.
They chose contractors that don’t actually turn up to work. The contractors attend once every few weeks.
The loss adjustor always submits the claims horrifically late- sometimes 2-3 months late. You chase and there is no response. I don’t understand why Axa uses them.
All should object. YOU will be messed around and be at a loss.

"Appalled and outraged"

Appalling. Although the response time on the phones are good and everyone is friendly, it has taken over a month for my claim to be processed, with it still not having been refunded to me. I am a new business in its first 7 months of trading. I needed this payout to pay my staff. This slow claims process has almost put my fledgling business out of business. The amount of stress and anxiety this has caused is unforgivable. I will not be renewing with the insurance provider purely because of Quest Gate and it's horrendous turn around time. You cannot state on your website a 48 hour payout, that's a complete lie and scam! Outraged!