Questor Insurance Services Ltd - www.questor-insurance.co.uk

They claim to offer excess reimbursement insurance equivalent to the excess waiver you can buy direct from the car hire company. But when you come to claim, you find that's absolutely not what they will deliver. They refuse to reimburse the excess charge that's actually been paid. Instead, they demand evidence of the actual cost to the car hire company of the cost of repairs. This can be almost impossible to obtain. It may well be a lot less than the excess paid, because there are other reasonable costs to the car hire company.

In my own case of a 800 euros excess legitimately charged by Avis, 6 weeks later, I've given up fighting with their complaints department, after 4 weeks of argument and no reimbursement. At one point they did finally agree they could do what they should have done from the start - reimburse in full the excess paid, with a waiver letter such that any refund of excess obtainable from the car hire company would be paid directly to their claims administration. But they then backtracked on this promise.

We took out this insurance a few days before we hired a car for a short break. Unfortunately we scraped the sill on a high kerb on the last day. I telephoned and a very helpful representative told me everything I needed to do in order to make a claim. She was reassuring and I felt confident that I would be able to claim back the cost of the repair.

Once I had set up a claim on line I received notifications of any documents which were required to complete the claim.

The full amount for repair was reimbursed into our account so we are very pleased that we took out this insurance and would definitely use them again.

Nightmare...AVOID!!!!!!!!!!!!!!!!!!!!!

Booked car hire insurance with this company...today i went to print out my policy for my car hire tomorrow morning at the airport..Cannot log into sight as the username and password they sent me DO NOT WORK...The company closes for weekend so if you have an issue like me (solely due to this companies poor IT system awareness and customer service) you can forget Friday pm until Monday am for any help or contact whatsoever...When i turn up for car hire now tomorrow i will probably have to pay some sort of excess on my card due to the fact i have paid for a policy which i cant access and present at the hire desk...Wasted too much time already trying to resolve this issue the day before my holiday..INCOMPETENT...DISGRACEFUL..SO ANNOYED!!!!!!!!!!!!!!!!!!!!!!!!

I have used this company for many years and fortunately have not had to claim until a recent trip to Italy in June. I incurred a small scratch on the front wing of my Avis car when I pulled over on a narrow road. Because I wasn't sure what documentation I would need I contacted Questor that evening and they responded overnight with details of what documentation I would need and a contact e-mail address with the Insurer White Horse. I contacted them and they immediately responded with a claim number and also provided help regarding what was likely to happen when I returned the car. I must say that Avis at Verona airport were also very helpful and assessed the damage as €220 which I paid there and then. I made sure I had all the documentation from Avis and then submitted a claim on my return to White Horse for the damage and admin fee. I had an email 4 working days later saying the claim had been settled in full. Once I had contacted Questor I didn't have any need to deal with them thereafter, only the insurer who was very responsive, so I am puzzled by some of the negative comments. Yes, there is a fairly comprehensive form to fill in for the claim. Yes, you need to have all the documentation to support the claim. Provided you do then you shouldn't have a problem and I would recommend CDW insurance, Questor and White Horse to anyone.

Bought this third party insurance unknowingly through airportrentals.com. A straightforward claim turned into a nightmare with the amount of detail Questor require. Despite providing them of ALL documentation relating to claim backup, they kept demanding more proof from the car rental company. Finally had to resort to threat to let legal department of credit card company before the outstanding claim was settled. Would advise anyone to look carefully at taking out 3rd party insurance when travelling. Will never use them knowingly.

We took out 1 year car excess insurance with Questor because excess on our Hertz car was high at £800. We suffered a scrape on the front bumper which Hertz South Africa charged (a reasonable) £90 to fix plus £30 admin fee. I expected problems with our claim but after submitting details and uploading scans of rental invoice and accident repair invoice using the online claims website on the Questor documents we received payment in full just a couple of weeks later.

We purchased excess rental car insurance for our car rental in Australia. We had a minor accident. Questor indicated that they will settle the claim for $339.60 on 5/9/2014. As of today 6/23/2014 we have not received payment even though they claim that they have sent it. When I contact them, they state that they can not track the payment and can not help me further. I strongly recommend not buying excess rental car insurance from them.

Would be nice to see more reviews from clients who have actually had to claim... Most seem to be from those who have only purchased the policy

I was forced to make a claim because whilst driving in Italy I had a tyre blow-out then slight scratches to the car's rear bumper. I emailed the Questor to make sure I collected all relevant documents before returning to UK. The response was quick, efficient and my claim was logged before my return.

All monies were re-inbursed very promptly.

I have recommended this insurance to many fellow travellers.

Unable to print Policy or Keyfacts from your confirmation e mail.

Users still expect mailed Printed Documents.

Web site unstable,unsatisfactory.