"If there was a zero box i would have…"

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…"

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"

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

"AVOID QUESTGATES – Unprofessional, Obstructive & Unreliable - Our experience with QuestGates has been…"

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 service "

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

"Appalling service over insurance claim!!!!"

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.

"Extremely poor customer service, avoid"

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…"

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

"Deplorable …"

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.

"Avoid AXA and Questgates at all cost "

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.