Questor Insurance - Maidstone

poshiter Y.

I feel compelled to share my frustrating experience with Orchard Administration, the claims handler for Questor Insurance. My journey with them has been nothing short of exasperating, and I feel it’s important to warn others before they potentially waste their money.

After purchasing a policy through Questor Insurance, I found myself in need of filing a claim. What followed was nearly a year of waiting, only to be met with an absurd and fabricated excuse for denial. They claimed that the car rental I used “doesn’t exist,” despite my providing indisputable evidence: a Google search that included links to the car rental's website and even photos of the property. This blatant disregard for customer evidence felt not only dishonest but also infuriating.

It seems like Orchard Administration's strategy is to deny claims at any cost, using whatever pretense they can muster. My own experience suggests that they prioritize evading payments rather than assisting their clients. It’s disheartening to think that after paying for insurance, you might end up fighting tooth and nail just to receive what you’re owed.

If you’re considering insurance from Questor or any policies administered by Orchard, I strongly advise you to reconsider. My aim is to save others from the distress and financial strain that come with dealing with such an untrustworthy company.
As for me, I will be escalating my complaint to their Customer Resolutions team and will keep everyone posted on the outcome. But until then, please take this as a warning: don't waste your money on their policies. Your peace of mind is worth much more!

UPDATE 06/02/2025: IMPORTANT!!!

Today, I received yet another response from their customer resolutions team, and it was nothing short of a slap in the face. They relentlessly regurgitated the same lies about the non-existence of the car I had booked, completely ignoring the mountain of evidence I provided.

It’s as if they are operating in a parallel universe where facts don’t matter! Their customer resolutions team is clearly in cahoots with their claims handlers, as they gave me the exact same response I received initially, which is downright infuriating. They don’t care about resolving issues; they only care about protecting their fraudulent activities.

I implore you, please pay attention to my warning. Do NOT engage with these scammers! They are experts at dodging accountability and dismissing genuine concerns while stringing you along with their deceitful practices. My experience has been a total nightmare, and I wouldn’t wish this on anyone. Trust me when I say that dealing with them is a fool's errand! SCAMMERS through and through!

Stuart A.

They have 5* reviews for taking money but for me 1* is generous for paying out. A simple, small, fully documented claim took 2 months of hassle and frustration.

Gemma K.

I used Questor for car hire excess cover and unfortunately had to make a claim. The claim was handled by Orchard Administration. They were very helpful and reassuring throughout the process. My claim was handled, assessed and approved incredibly quickly and the money was in my account only hours after the decision. I am so pleased and relieved, thank you for making a stressful situation a whole lot easier to resolve!

Anna A.

I used this company for car hire excess insurance.
While the representative is polite and responsive, my claim for a £1500 damage excess is proving to be a long (over three month now), stressful, and tediously drawn out process for a genuine claim. They will do anything not to pay out.

I will not, and do not recommend using this insurer.

Daniel C.

No complaints from me. Handled my claim for damage to a hired Motorhome in France very swiftly with the minimum of fuss. Paid out claim in full. Highly recommended would definitely use again.

David O.

The proof of any insurance is always about how they behave when you make a claim (rather than how easily and quickly they sign you up). I have had excess car hire insurance with Questor for over two years.
On a recent trip to Italy, I scraped the underside front bumper of our minibus. Questor (through Orchard's admin) needed a formal invoice from the rental company but have paid out in full with no fuss.
Therefore I highly recommend them.

Daimon L.

I used this company for car hire excess insurance.
My claim for a 1000euro damage is proving to be a long (4+ months) and tediously drawn out process (numerous calls, emails) with them. Applying and taking payment was seamless though. I will definitely not use this company again.

Update following reply from Questor:
I requested your claims handler (Orchard Administration) to obtain the repair bill on my behalf 5 weeks ago. Please can you clarify for the benefit of me and your future clients:
1. If the rental company, in this case Budget/Avis, does not provide the garage repair bill, will Questor estimate what a fair and reasonable cost of repair would be, and award the claim on that basis?
2. what period of time do you allow the rental company to provide the repair bill before assessing the claim by other means?

When I asked these questions over the phone to your customer services, the unhelpful responses I got back were:
1. It's in the small print as a condition
2. how long is a piece of string

Jon F.

I should state from the start that my claim was settled. However, it was an awkward process. Whenever I take out insurance, I normally check what I am covered for and not the minutae of the Ts&C and claim process. Be aware that the company requires all the usual documentation along with either a repair invoice or a matrix of charges from the Car Hire company. Not an easy thing to do once you return home.