Complex Household

A large flood or fire in your home is devastating, often rendering the customer and homeless and without many of their possessions. We are here to provide support to you and your customers when you need us most.

30% reduction in elapsed settlement times since introducing our tablet/smartphone technology

Colin Ganson – Director, Property


Tel:+44 (0) 7860 505105

Kevin Leake – Divisional Director


Tel: +44 (0) 7808 041217

Lucy Collett – Associate Director

BA (Hons) ACII, Assoc. CIPD, Dip CILA

Tel: +44 (0) 7808 041493

brown and white wooden staircase

QuestGates only manage complex household claims, affording our adjusters the time to devote to handholding the customer throughout what can be a difficult process with the involvement of different suppliers and contractors along the way. We are here to take the stress of that process away, to seamlessly manage the involvement of the multiple parties involved and support the customer until their home and possessions have been restored.

The customer sits at the centre of everything we do and exceptional customer experience alongside ensuring that the right and fair cost is paid for every claim, every time are principles strongly upheld by every member of our Complex Household team. Every adjuster in our team has been selected for their aptitude to deliver a great customer experience, demonstrated by our NPS of always over +65 for complex household claims.

two white window frames

When we first receive a new claim our dedicated Concierge team, supported by our Surveyor Tech technology, undertake a triage call with the customer to ensure that they are provided with the highest levels of assistance from Day 1, ensuring that they have somewhere safe to stay and to answer any questions they have prior to meeting our adjuster at their home.

The adjuster retains ownership of the claim from their visit to settlement, supported by their dedicated concierge who are available when they are out of the office providing on site support to other customers. Our Complex Household adjusters are suitably skilled and experienced and can manage any level of claim, meaning that there are no handoffs during the process and the person who initially visits the customer at their property supports them to the point that their claim is settled. We ensure that customers are regularly and proactively updated and that payments are made promptly when agreed so that the customer is not out of pocket at this very stressful time.

We work with customers to settle their claim in the way that they choose – whether this be a cash settlement, completion of works by their chosen contractor or support from another expert. Where fulfilment is required we have access to an independent network of contractors who specialise in commercial claims and are thus equipped to deal with damage to buildings quickly, professionally and cost effectively.

For new enquiries, please contact:

Call us on

0121 411 0535

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