"Very poor service"

Poor communication, unresponsive, lacking in proactivity. After several months a simple decorating task following a leak left unresolved.

"Following an Escape of Water"

Following an Escape of Water, QuestGates were the appointed loss adjusters for Axa, ,from initial contact to some form of resolution, we have struggled to deal with this company from the outset, lack of communication is the prevelant issue with no return calls or emails, even follow up calls and emails seem to go ignored, a prime example we sent an email 2/2/23 and eventually got a reply back today 17/5/23.. need we say more

"Terrible service I wouldn’t recommend"

Terrible service I wouldn’t recommend, they don’t care about customers.
DO NOT USE THEM

"Good experience"

We was unlucky to have a flood a few months ago in our house, and our insurer (Axa) passed us onto Questgates who handle the claim. Our loss adjuster (Helen M) was professional, polite, and efficient. They arranged for the house to be dried over Christmas, found us alternative accommodation, and managed the whole house restore. The builders they used were excellent and the whole process from the start of claim, to whole house dried and refurbished, was about 3 months. Very happy with their service.

"Two year delay by Questgates to deal with house insurance claim which is still outstanding"

We have experienced a two year delay by QuestGates in managing a NatWest Premier home insurance claim, that is still outstanding.
We have been in temporary accommodation since November 2020, with little progress by the loss adjusters, which resulted from a leak of 200,000 litres of water in our home. Despite QuestGates and NatWest accepting our insurance claim, the building works on the house have not even begun. QuestGates at the outset arranged alternative accommodation for 6 months with two extensions because the reinstallation had yet to start. Inexplicably with 4 week's notice they demanded we leave the alternative accommodation, find a home and organise the removal without assistance from them. This is notwithstanding our insurance policy covers both the cost of alternative accommodation and the move. That was 12 months ago, and QuestGates has done little to advance our insurance claim, which has now been outstanding for 26 months. We are due to leave our current accommodation in 8 days with no home in place despite our solicitor, at a cost of £15k to us, constantly chasing QuestGates and NatWest's solicitors, Plexus Law, requesting accommodation and to start the reinstallation.
Further:
- QuestGates has not paid our rent for the past 10 months.
- QuestGates was determined that we use a specific builder, of their recommendation, whom we view as unsuitable and believe to be dishonest.
- in 2020 QuestGates was adamant that the house was dry and that the building work should commence. We correctly pointed out that the house was still damp and eventually received a damp report substantiating this fact. This was 10 months ago and still no action has been taken to start the reinstallation.
- A written complaint to the directors of QuestGates and the NatWest Group has seen no advancement with our claim, which matches the inertia from Plexus Law the firm who acts for both companies.
QuestGates states on their website 'that quality matters, which is why we put our customer first....we consistently deliver claims services of the highest standard.'
This has certainly not been our experience. QuestGates has mismanaged our claim over an unnecessarily long period and we feel we have been treated as adversaries rather than valued clients.

"I REALLY FELT I WAS OUTSIDER NO SAY IN WHAT THEY DID"

FROM DAY THEY ARE IN CHARGE/NOT THE INSURANCE COMPANY I PAID/L NEVER NEW THIS,THAT QUEST GATE TAKE OVER THE CLAIM FROM THE INSURACE COMPANY,I AM NOT ALOUD TO COMICATE WITH INSURANCE,I NEVER KNEW THAT, THEY GET PAY OUT,AND EVERYTHING IS UPTO THEM ,I DIDNT KNOW THAT,I HAD NO VOICE IN ANYTHING WHEN FIRE BURNED MY HOUSE,ITS LIKE ITS ALL ONE WAY THATS THERE WAY,LIKE CARPETS RUNIED WITH WATER FROM FIRE WATER AND THE RAIN BECAUSE THE ROOF BURNT THROUGH,AND THEY JUST WANTED ME SIGN,DO AS I WAS TOLD, L ASKED TO GARDEN GRASS TO CUT,THEY WOULNT,THEY JUST ITS PART OF HOUSE,I HAVE GIVEN UP NOW,AND EVERTHING LIKE FOR LIKE,SO L DONT WHY BOTHER ASKING ME MRS BASRA

"Met a horrid little man today who…"

Met a horrid little man today who arrived to investigate our insurance claim, he started off with a personal quip which I didn’t find amusing then once in my house tried to be mr alpha male ….I asked him why their trust pilot reviews were so bad ? he couldn’t give me a straight answer, he then when asked implied that he thought it to be a fraudulent claim which he then later denied,he obviously felt very uneasy at being questioned so then tried the passive aggressive route….. at this point I told him to leave and that I would be emailing my complaint.
Ive since researched a little of the tactics used by these so called assessors and he ticked all the boxes…. A horrid individual……

"Pretty slow and terrible with communication"

I used Eversure for camera insurance, in particular referring to an accidental damage claim. Eversure then passed the claim on to QuestGates.
In my case, Ifat, the agent I was assigned, did not respond to any emails, only very rarely answered the phone (usually just getting through to voicemail which was never followed up), and on the rare occasions when I did get through to them on the phone the audio quality was very poor so it was difficult to understand the speech. I had more success emailing the team above the particular agent, but still responses were slow.
QuestGates outsourced part of the job to ValueCheckers who collected and checked the insured item (a camera lens), then failed to notify QuestGates of their conclusion so I had to chase that up and pass the message on. It took two months for QuestGates to decide that my insurer should give me the money, which is not as bad as some others, but the communication throughout the process was terrible: I did not feel kept in touch at all, having to call and hope that I get through to get any update or confirmation.

"Absolutely wonderful help and service"

I really cannot thank Simon from Questgates enough for his help, advice and assistance during the misfortune of having two large trees from a neighbouring property blow down, one a direct hit on the property causing very substantial damage and the other across the land and gardens to the rear.

He has been absolutely fair, released funds in advance to maintain cash flow, offered advice regarding the situation and has been nothing but supportive; very much becoming a friend and someone we can look to advice for in this situation.

Representing Allianz Insurance through Questgates, the manner in which this has been dealt with now encourages me to stay with this Insurance Company rather than the annual search at renewal because of the way they and he, in particular, have responded.

For me absolutely excellent in every way and cannot thank Simon, Questgates and Allianz enough, for the way our claim has been dealt with.

"I cannot say strongly enough how awful…"

I cannot say strongly enough how awful this company is and how dreadful their customer service has been following my claim. They have done everything they can to save money for Axa and this goes way beyond the legitimate adjustment of the loss. They ignore emails unless it is in their best interests to respond to them and make claiming as painful as possible in the hope that you will give up and give in. Horrendous!