"This company is a shambles and scam…"

This company is a shambles and scam artists. We made a non fault claim where the driver of the vehicle involved didn't put his handbrake on properly and his van rolled back on our drive and hit our gates and walls causing £22k of damage. He admitted liability, and it's all on CCTV. Because of the bespoke nature of the works, Qestgate told us to get quotes from the original manufacturers and installers of the walls, electrics and gates and then offered us £16k leaving us £6k out of pocket and telling us they factor in depreciation. haven't they heard everything has gone us and inflation??? They haven't even appointed anyone to come clear up the bricks and mess on the pavement and they've even refused to get their own trades people in to do the works. They've left us in a state of limbo for 4 months now and basically told us to take them to court. What's the point of insurance, especially when you have proof of non fault. On top of all that, they made their decision based on some photos i sent then off an old iphone. They didn't even send anyone out to survey the damage.

"Terrible service, reluctance to pay due compensation - stay away at all costs!"

My experience with QuestGates during the claims handling process was extremely negative. The entire process was incredibly tedious and stressful, mainly due to Ms. Miriam Carter, who handled my case.

My claim was related to a water leak that caused significant damage to my home. Despite providing all the necessary documents, including the repair invoice and a detailed description of the incident, Ms. Carter persistently refused to recognize part of the costs associated with locating the leak (known as "trace and access").

However, the terms of my policy clearly stated that the costs of exploratory work necessary to find the cause of the damage and repair the damage caused by this work are covered up to a limit of £2,500 per incident, without distinction between the work itself and the repair. Moreover, the repair of the damaged pipe was not excluded from the scope of coverage in any way. Despite repeatedly referring to these provisions, Ms. Carter refused to change her stance.

I got the impression that QuestGates was trying to find a pretext not to pay me the compensation I was entitled to by any means possible. If it weren't for my determination and willingness to escalate the matter to the insurer, I fear my claim would have been unjustly dismissed.

The whole process cost me a lot of time, energy, and nerves. The communication from Ms. Carter was terrible, and the level of customer service was appallingly low. I cannot in any way recommend the services of QuestGates. If you value reliable and efficient claims handling - stay away from this company!

"This company is a scam"

This company is a scam. The neighbouring property has been flooding my property because the housing association has put a soak away in about 50cm away from my boundary. This has been going on for 2 years and Melanie Rochelle Bach is the most abrupt individual who doesn’t seem to care when we have sent pictures etc to prove this. She stated that the pictures do not prove that her client has put in an inadequate soakaway which is too close my my property. No wonder this company has 1 star and majority bad reviews

"The adjuster was out 2 weeks ago and…"

The adjuster was out 2 weeks ago and I've sent e mails and calls.Promised a call back but still waiting.
Thank you for your reply now in contact with them .

"Avoid them"

Probably the most unethical loss adjusters in the UK. Their customer service is non existent, they operate with impunity. Waiting for them to process my claim since 2022. Any council in partnership with this company are selling their tenants short.

"Lack empathy and management skills"

We are presently managing a complex flood claim for an elderly and vulnerable client whose property has suffered severe damage. QuestGates Ltd is handling this claim on behalf of Admiral Group Plc. There have been visits to our client's property by two representatives from QuestGates, including a Loss Adjuster, Helen Matthews, and another from their supplier network. QuestGates has proposed a cash settlement to our client, but the proposal does not cover the full scope of the necessary repairs.

Under their insurance policy, our client has exercised the option to utilise "Professional Services" and requested the appointment of an independent surveyor. Although we submitted our client's surveyor's fee proposal to QuestGates and they agreed to it, Admiral Group Plc opposed this decision and insisted that QuestGates appoint their surveyor. Despite cooperating with QuestGates, the surveyor they intended to send was not RICS certified, contrasting with our client's surveyor who is. Nevertheless, QuestGates has proposed a joint site inspection involving both surveyors. Being told they have years of experience!

How can QuestGate deem this fair? Just because someone has years of experience does not mean they are competent!

The approach QuestGates has taken in handling this insurance claim is both shocking and unprofessional. There's a notable lack of empathy and concern for a client who has faced the devastation of their home. The estimated cost of the claim for building and contents damage exceeds £300,000.

After a conference call between QuestGates and Admiral last week, during which Admiral denied our client's request, we have repeatedly sought the contact information of the decision-maker within Admiral. This request was first made on March 6, 2024, and we are still awaiting a response.

Both organisations have demonstrated a disheartening lack of empathy and poor management skills throughout this process and continue to do so.

"Poor service - poor staff"

This is a company who appear to survive on the proceeds gained from those who employ them, merely to exonerate them from responsibility. I have been communicating with them since October last year over an issue where they are acting on behalf of a large cheap and cheerful retail supplier and all I have received is spurious non relevant drivvle, despite the evidence pointing directly at their client. Totally inflexible in their approach, one star is flattering their poor service.

"Only good at adding to your trauma!"

All they seem capable of doing successfully is adding to your trauma! By far the worst service I have ever experienced! They make contact and you never hear from them again! They ask questions if you need additional support for health or well-being, then completely disregard it causing further trauma. No one gets back to you, assigned case handler doesn't respond, managers don't respond, even directors don't respond! So I hazard a good guess that if the people at top don't care, the ones down the hierarchy don't either! Home flooded during storm Babet in October, we are now 4 months on and still no updates, no contents pay out, no agreed works, surveyor visits go missing etc. The list really does go on! They literally drag their heals! Even the insurer has issue after issue with them! I ask why they use them! If you are ever assigned Quest Gates to your claim, reject from the beginning, run for the hills, it will save you a whole word of pain! Trust me!

"Awful insurance company"

Awful insurance company. They will attempt delay the process by making you jump through hoops. Customer service rep will blantely lie and then the manger will try patronise you. Waste of £300 a month.

"Once again a company that deserves no…"

Once again a company that deserves no stars. Totally understand the approach made and would suggest that they review how they do business. Our recording will be used in the media as well as the ombudsman due to the nature of their behaviour towards a known vulnerable person and his wife.