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Articles by Robert Brown
QuestGates launches Counter Fraud Solutions to strengthen insurers’ response to growing fraud risk
Policy and claims fraud remains a persistent and significant challenge across commercial and domestic property, motor, casualty and specialist lines. QG CFS addresses this by combining advanced data analytics and intelligence with expert investigation, forensic accountancy, surveillance and legal expertise.
QGLaw Appoints Gary Herring as Partner and Head of Credit Hire
A specialist since 2007, Gary is a trusted adviser to many UK personal lines and commercial insurers. His career has focused on strategic initiatives that reduce cost and litigation for insurer clients, combined with sustained influence on industry reform. Gary has reshaped the credit hire landscape through decisive interventions.
QuestGates acquires Power & Construction claims specialist Richard Hartley Partnership
Established in 1999 and headquartered in Harrogate, RHP delivers specialist adjusting services for claims across the UK and internationally. The business was founded to bring together highly experienced industry professionals committed to providing the personal, technical, and client-focused service often lacking in the wider market.
QuestGates Strengthens Leadership Team with Appointment of Stephen Ford as Head of Client and Operational Reporting
Stephen arrives after an impressive 24-year career at Sedgwick. During that time, he helped shape strategic data delivery across 19 worldwide territories. At QuestGates, Stephen will partner closely with Technology Director Steve Holland and lead the team producing Client and Operational data insights. He will focus on elevating client data and making a real contribution to the ongoing development of the company’s IT and reporting capabilities.
QuestGates research drives government recognition of ‘weeding’ in worrying 19-24% DVLA stolen vehicle data gap
The issue is simple but serious, with wide ranging and overwhelmingly negative implications for motor insurers and used car buyers. When a vehicle theft is reported, a Lost or Stolen (LoS) marker is placed on the Police National Computer (PNC). If that marker is not ‘confirmed’ within six weeks, the record is automatically removed, ‘weeded’, and the LoS status will not be conveyed to the Driver and Vehicle Licensing Agency (DVLA).
The true value of insurance is measured at point of claim
At first glance, lower acceptance rates within household insurance for example can appear concerning, particularly when compared with products such as motor and travel insurance. However, the figures need to be viewed in the context of what these products are actually designed to do. Household insurance is designed to protect against sudden, unforeseen and insured events, not the gradual deterioration of a property or the cost of routine maintenance.
Q&A with Mark Fanning, Partner – Head of London Market & Marine, Miles Fanning Legal Services
What attracted you to join forces with QuestGates? Working in the insurance sector meant that I recognised QuestGates as a well-respected supplier and that was an important part of my decision making when it came to looking for suitable partner, but I was also looking for something different. It would have been the obvious choice to join a large established insurance law practice, but I wanted something more dynamic and not simply to get assimilated into a large business and lose our identity.
QuestGates acquires liability claims specialist Howell Wild
Founded in 2001, the Manchester-based business has built a loyal client base, carving a strong reputation for its depth of knowledge and technical skill in handling complex liability claims. Its areas of expertise include product liability, public liability, employers liability, construction, professional indemnity and other specialist classes. Chris Hall, Group Executive Chairman of QuestGates said, “Howell Wild is a perfect fit and we are delighted to welcome John and the team to QuestGates.
QuestGates celebrates double Midlands business recognition
Birmingham-headquartered QuestGates has been named in the 2026 Grant Thornton UK Midlands report, which ranks the region’s 200 largest privately owned companies by turnover. The report highlights businesses demonstrating strong financial performance, sustainable growth and a significant contribution to the regional economy. The group has also been listed in the inaugural Insider Media Midlands 250 ranking, recognising the region’s leading privately owned businesses.
NFU Mutual Supply Chain Award 2026 ‘Claims Initiative of the Year’
In addition we are delighted that Chris Coulter was awarded the ‘Individual Achievement Award’ for his outstanding contribution during Storm Eowyn in Northern Ireland, where he delivered exceptional service at a time when customers needed reassurance and clarity. Relatively new to his role in QuestGates, Chris quickly demonstrated professionalism, empathy, and a strong customer focus.
QuestGates shortlisted as Growth Business of the Year at Private Business Awards 2026
The awards celebrate the best private or PE-backed businesses in the UK with a turnover of £10m – £500m. Last year’s inaugural awards saw winners including Totalmobile, Flagstone Group and Cycle Pharma. The second year of the awards programme has recognised the companies and business leaders that represent the very best of private business in the UK.
Venues and Promoters Rise to the Challenge as UK Swelters: How Outdoor Events Are Adapting to Extreme Heat
With temperatures soaring into the high 30s, the resilience of both organisers and audiences has been on full display. Concert-goers and sports fans have shown remarkable determination, braving the searing heat and potential travel disruptions to enjoy the live experiences they love.
FIFA World Cup 2026 – What Insurers Are Watching Closely
The United States is shouldering the bulk of the hosting duties, with 11 of the 16 venues and around 78 of the 104 matches. That brings a unique American flavour to the event: passionate crowds, classic tailgating, enormous stadium atmospheres, and wall-to-wall media coverage. Behind the scenes, insurance is quietly doing the heavy lifting, making sure the tournament can run smoothly and that there’s proper protection if things go wrong.
FIFA World Cup 2026: The insurance risks behind the world’s biggest sporting event
The United States is shouldering the bulk of the hosting duties, with 11 of the 16 venues and around 78 of the 104 matches. That brings a unique American flavour to the event: passionate crowds, classic tailgating, enormous stadium atmospheres, and wall-to-wall media coverage. Behind the scenes, insurance is quietly doing the heavy lifting, making sure the tournament can run smoothly and that there’s proper protection if things go wrong.
QuestGates launches Loss Adjusting Pathway to develop future talent and strengthen surge claims capability
Building on a highly successful model introduced 18 months ago, this significant next phase will substantially increase both capacity and capability within Vector. The expansion will enable QuestGates to handle suitable lower complexity claims even faster and more flexibly through advanced video technology, delivering superior customer experiences while enhancing operational agility and surge readiness across the business.
10 Years of Structural Surveys: From Dreams of Hill Walking to Market-Leading AI-Powered Surveying Innovation
At the same time, he knew his customers valued speed. So, he used technology to deliver something special: high-quality, well-presented reports, guaranteed to land on their desk the very next working day. The bonus? It gave Andrew plenty of time to devote to his passion for hill walking in the afternoons. What happened next took everyone by surprise, including Andrew. The idea took off like wildfire.
QuestGates provides data for world-leading study into UK cars stolen for export – where do they end up?
Published in April 2026 by the Global Initiative Against Transnational Organized Crime, the Theft For Export study was led by anti-corruption expert Dr Liam O’Shea, of SGI Research, with QuestGates providing data and insights. The key findings included: 1. Theft for export is a low-risk, high-reward crime. It is a specialist trade in high-value cars and parts, but vehicle crime has been deprioritised across the UK and EU.
QuestGates Showcases Comprehensive Claims Expertise at BIBA Conference 2026
QuestGates, the specialist claims services provider, will exhibit at the BIBA Conference 2026 under the theme Time:To, highlighting its evolution into a comprehensive solution for claims-related specialist services. This follows a series of successful acquisitions, alongside the recent restructuring of the Group and the appointment of new CEO Greg Laker.
QuestGates’ top tips to speed up your motor claim
Philip Swift, Technical Director – Motor at QuestGates said, “The question we get asked most is: What can I do to speed up my claim? We always point them to our Quick Claim Checklist, which succinctly details exactly what information will likely be required, why it is needed, and where to find it. The guidance was first created in 2023, in response to the Financial Conduct Authority’s call for faster and fairer claims handling.
QuestGates Building Consultancy Services strengthens management team
Dave Hanks joins as Operations Director (Contractor Services), alongside Leigh Smith who has been appointed Operations Director (Surveying). Dave is a Chartered Construction Professional with degrees in both Construction and Surveying as well as sustainability qualifications including Practitioner Member Status with the Institute of Sustainability and Environmental Professionals (ISEP).
QuestGates strengthens major and complex loss capabilities with senior appointments
These appointments underline QuestGates’ commitment to further strengthening client relationships and delivering technical excellence in major and complex claims management across the UK. Colum Tudball has joined as National Technical Director. Colum brings more than four decades of experience in technical leadership and operational management within the loss adjusting sector, alongside a special interest to mentoring and developing the next generation of professionals.
Scaling a Firm When You’re Already at Capacity Original
When growth creates more questions than answers. A conversation I had recently ended with a question that stuck with me. He said, “I assume you’re taking clients — since you took my call?” It made me realize something. I probably haven’t been clear enough. Yes — I’m having conversations with advisors and leaders right now. Because I’m meeting a lot of top performers who are in the same place. The business is working. Growth is happening. But something feels tight. Not because anything is wrong.
QuestGates-owned QGLaw acquires city law firm Miles Fanning Legal
The acquisition aligns closely with QuestGates’ strategy of providing specialist, end-to-end solutions across claims management, loss adjusting, legal and building consultancy services. Miles Fanning Legal has built a loyal client base delivering a wide range of legal services to the insurance sector, with a particularly strong reputation for handling large and complex claims within the travel, tourism and marine sectors.
QuestGates analysis of DVLA data reveals UK’s most stolen car makes and models in 2025
For the motor insurance industry and motorists in general, the data points to a clear shift in the right direction with fewer thefts, higher recovery rates and a reduction in write-offs, all of which have positive implications for claims costs and loss ratios. Key findings include: ‘All vehicle’ thefts fell by 11.36%, from 102,240 in 2024 to 90,625 in 2025.
Greg Laker Appointed Chief Executive Officer of QuestGates as Firm Announces Realignment of Senior Management Team
Current Chief Executive Officer Chris Hall will take up the position of Group Executive Chairman and Greg Laker is promoted to Chief Executive Officer. As part of the new structure, Colin Ganson is promoted to Chief Operating Officer and Glen Donaldson to Chief Commercial Officer. The executive leadership team is completed by Chief Financial Officer, Peter Mitchell.
QuestGates Motor Claims Insight: Has car theft moved to parts?
In-depth analysis of the Driver and Vehicle Licensing Agency (DVLA) lost or stolen (LoS) dataset for the first eight months of 2025, compared to the same period a year earlier reveals the headline stolen and recovered figures, the current most stolen makes and models, and regional hotspots. Key findings include: Table 1: Stolen and recovered cars in UK Jan-Aug 2024 Jan-Aug 2025 Stolen 43,937 38,413 Recovered 17,550 16,120 Table 2: Most stolen manufacturers Jan-Aug 2024 Jan-Aug 2025 1. Ford Ford 2.
The Third Key: QuestGates claim investigation reveals reinvention of traditional motor theft method
From the 1930s until the turn of the 21st century, secretly cutting a spare key remained a simple but effective approach to stealing cars. Since then, the introduction of transponder keys has seen criminals moving to keyless attacks. However, a surprising finding on a recent claim handled by QuestGates suggests that the copy key technique is back, reinvented for the digital age.
QuestGates strengthens Agriculture team through new hires
We are delighted to announce the strengthening of our Agriculture loss adjusting team through the recruitment of David Waite, Simon Edge and Peter Thompson. With significant experience across all facets of agricultural adjusting, their expertise will further enhance our service offering and commitment to our clients.
Surge in fly-tipping claims
The material being dumped is generally processed waste, such as trommel fines, deposited using tipper trucks on farmland where preventative measures such as concrete poacher blocks have been removed for seasonal harvesting activities, which the waste criminals have fully exploited. This is recognised as large scale organised crime, costing landowners, operators and sometimes their insurers tens of thousands of pounds to have the illegally dumped waste removed and taken to a licensed facility.
Spotlight on Vector: Shaping the future of claims handling at QuestGates
What is Vector? Vector is a flexible claims handling division within QuestGates that complements our core loss adjusting and TPA services. Specifically developed to manage lower complexity property claims (typically under £15,000), Vector uses a combination of remote video and physical site visits depending on the nature of the loss to deliver efficient, accurate and professional outcomes for policyholders and clients.
Subsidence: will we enter true surge this year?
But will we enter true surge this year? Recent surges in 2018 and 2022 have seen circa 400% increases in claim volumes and predications of a 1,000% increase have been mooted in the market for this year. Currently however, inbound volumes are symbolic of typical seasonal uplift and available data suggests that these slightly increased volumes are bias toward Yorkshire, Midlands and South West England, which aligns with our 2018 experience after a very dry spring / early summer.
QuestGates celebrates triple recognition for Excellence in Customer Care, Training and Customer Experience
QuestGates has been named the winner of the ‘Excellence in Customer Care’ category at the Insurance Times Claims Excellence Awards. This recognition is a true reflection of our ongoing commitment to delivering outstanding service and putting our clients at the heart of everything we do.
Valeo Foods Group Acquires Freddi Dolciaria S.p.A, Enhancing its Position in the Italian Bakery Sector Original
LONDON--(BUSINESS WIRE)--Valeo Foods Group, one of Europe’s leading producers of quality sweets, treats and snacks, has successfully acquired the Italian sweet bakery producer Freddi Dolciaria S.p.A (“Freddi”), accelerating growth in South-West European region and enhancing its position in the bakery sector. Freddi is an Italian sweet bakery company founded in 1949 by Luigi Freddi and headquartered in Castiglione delle Stiviere, Italy.
QuestGates win ‘Outstanding Commitment To Training & Apprenticeships’ at the Modern Claims Awards 2025
From day one, training and development has been integral to how QuestGates operate. This accolade is a proud moment for us and a reflection of our ongoing commitment to nurturing talent, investing in our people and helping individuals build meaningful careers. It specifically recognises the incredible work being carried out within our Building Consultancy, which delivers specialist surveying and engineering services to the insurance industry and beyond.
QGLaw launches newly-formed Counter Fraud team
Growing demand from our existing clients within the QuestGates group, combined with increased interest following the acquisitions of Toppings Forensic Accountants and Brownsword, has significantly accelerated the growth of this specialist area. The QGLaw team will work alongside and supplement QuestGates’ existing fraud capability where required.
QuestGates is delighted to announce that it has been shortlisted as a finalist.
QuestGates Director Alistair Steward commented, “I am delighted that the dedication and hard work across the QuestGates group has been recognised by the judging panel. What’s especially pleasing is that beyond our core loss adjusting services, various parts of the group have been acknowledged for professional development and attracting the next generation of talent including Structural Surveys and Design, part of Building Consultancy Services.
QuestGates strengthens Customer Relationship team with appointment of experienced Client Account Director
With over 25 years of experience, Rob has built a distinguished career at Crawford Loss Adjusting (and formerly GAB Robins), where he held various operational and client facing leadership roles. Most recently he was Client Account Director, responsible for developing and strengthening key client relationships.
QuestGates-owned QGLaw establishes dedicated policy coverage and motor indemnity team
We are delighted to welcome Kay Sanderson as a Partner and member of the QGLaw Executive Leadership Team. Kay was formerly a Partner at Keoghs and has over 22 years experience acting for insurers with specialist knowledge in complex policy indemnity and coverage, including indemnity recoveries and motor trade/commercial motor policies & first party fraud.
QuestGates-owned QGLaw establishes dedicated policy coverage and motor indemnity teams
We are delighted to welcome Kay Sanderson as a Partner and member of the QGLaw Executive Leadership Team. Kay was formerly a Partner at Keoghs and has over 22 years experience acting for insurers with specialist knowledge in complex policy indemnity and coverage, including indemnity recoveries and motor trade/commercial motor policies & first party fraud.
QuestGates acquires investigation specialists Brownsword Group
Established in 1994, the award winning Manchester-based business has built a strong reputation within the insurance industry, offering compliant intelligence solutions to insurers, providing a range of specialist services including surveillance, motor fraud and theft investigations, using a combination of advanced technology and traditional investigative techniques.
Can a business exclude its liability for negligence?
We see it often. A business provides a service, and then buries in the terms and conditions an exclusion to say that in the event they act negligently, they are not liable, or they restrict their liability to “the cost of the services provided”. Just because a contract says this, it does not mean that it is enforceable. Before any consideration is given to the enforceability of the term/s (the ability to rely upon them), it is necessary to determine whether the contract is “incorporated”.
Policy considerations when handling complex claims
I once handled a claim where the insured business were accused of nuisance and negligence by a neighbouring business, insofar that water was allegedly escaping from a water tank on their property, onto the neighbouring land, causing structural issues with their building. The dispute was between two commercial businesses. Causation was very complex.
QuestGates expands specialist services with acquisition of Toppings Forensic Accountants
Manchester-based Toppings, renowned for its forensic accountancy solutions within the insurance sector, will continue operating under its established brand while benefiting from being part of the QuestGates group. Chris Hall, Chief Executive of QuestGates group said, “we are delighted to welcome Mike Topping and the wider team to QuestGates. Their expertise complements our expanding service offerings, marking another key milestone in our journey.
QuestGates strengthens legal offering with the arrival of two partner-led teams
Andrew Millen has led the Recoveries Pillar as an Equity Partner at a leading insurance law firm for the last 10 years and brings to QGLaw a wealth of experience. Andrew brings with him a team who act for and are supported by a wide range of insurers, MGAs and corporate clients in relation to the recovery of insured and uninsured losses arising out of motor, household and commercial property disputes.
QuestGates secures investment from Equistone
QuestGates group today announces it has secured investment from Equistone Partners Europe (“Equistone”), one of Europe’s most active mid-market private equity investors. QuestGates is headquartered in Birmingham and operates out of 12 offices across the UK and Ireland.
Acquisition integration and new business wins leads to strategic restructuring and internal promotions
As part of a restructure of our property division we are pleased to announce the well-deserved promotions of Grant Jones and Mark Kenyon to Area Manager North and South respectively. Laura Benedetto and Chris Knowles have been appointed as National Adjusting and National Technical Manager respectively, both newly created roles aimed at supporting the Area Managers and teams.
Thomson Scaffolding North West
We at Thomson Scaffolding are active in the Industrial, Commercial, Domestic and Local Authority sectors. Priding ourselves in our service and advice has enabled us to build up strong relationships and an extensive client base. We can advise, plan and design scaffolding solutions to meet your needs. We are dedicated to the timely completion of all projects, large and small, and always go the extra mile to ensure client satisfaction.
QuestGates strengthens professional building consultancy arm with double acquistion
Based in Sheffield, Martin Evans Associates was established in 2001 to help homeowners, architects, builders and developers with a full range of structural engineering consultancy services including Structural Design, Calculations and Structural Inspections.
QuestGates - owned QCH Legal rebrand to QGLaw and appoints new Managing Director
Jason Spencer has been appointed Managing Director of QGLaw and is already actively recruiting a select team of legal specialists across the UK. The firm will initially focus on providing core legal services to support motor, casualty and property markets as well as enhance the group’s offering in areas such as recoveries and fraud. It also intends to swiftly expand into specialty markets and explore other strategic opportunities.
AXA, QuestGates and Gateley Smithers Purslow shortlisted as a finalist in the 2024 British Insurance Awards
AXA, QuestGates and Gateley Smithers Purslow collaborated to deliver a highly successful outcome on a major loss claim following a substantial fire.
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