CASE STUDY | QUESTGATES
Elevating Communications at QuestGates
Brand Brown became an extension of QuestGates’ team, providing strategic marketing and communications support through a period of significant growth, acquisitions, investment and change.
QuestGates is the UK’s largest owner-managed loss adjusting and claims solutions group, providing specialist services to insurers, brokers and other organisations across the insurance market.
SERVICES
Sector
The challenge
Growing the business. Strengthening the voice.
QuestGates was growing quickly. As the group expanded through acquisitions and investment, its communications needed to evolve with it.
Brand Brown was initially appointed to strengthen QuestGates’ digital presence. As the group continued to grow, the requirement quickly developed into something much broader, providing strategic marketing and communications support through a period of significant growth, acquisitions, private equity investment, recruitment pressures and increased demand for clear, consistent communication.
QuestGates needed to:
Increase its profile and visibility across the insurance industry and digital channels.
Strengthen its employer brand in a competitive recruitment market.
Create greater consistency in tone, messaging and brand presentation.
Support customer facing teams with high-quality communications and collateral at key events.
Turn specialist expertise within the business into engaging external content.
Communicate clearly with clients and stakeholders during periods of significant change.
Importantly, QuestGates did not have an in-house marketing division. Brand Brown therefore needed to operate as an extension of the business, providing both strategic direction and hands-on delivery.
OUR APPROACH
One team. One joined-up approach.
Brand Brown became QuestGates’ external marketing and communications partner, working closely with the Board, leadership teams and colleagues across the group.
We developed an annual communications strategy aligned with the Board’s objectives, reviewed and refined through regular monthly planning.
From day-to-day content through to major corporate announcements, acquisitions, events and periods of increased claims activity, our role has been to keep communications consistent, relevant and moving.
What Brand Brown delivered
Embedded Communications
We became an extension of the QuestGates team, developing content that reflects its culture, values and specialist expertise.
Content & Thought Leadership
Producing Industry articles, company news, newsletters, executive thought leadership, technical content, award entries, employee stories and client communications.
Brand & Digital
We redesigned the QuestGates website to better showcase its people, expertise and specialist services.
The updated QuestGates web site ranks on page one of Google for ‘loss adjusters UK’ and AI SEO, whilst the group has significantly increased its digital audience and strengthened its profile across the insurance market.
Industry Profile
We strengthened QuestGates’ presence across trade media, industry campaigns, national PR, events and major industry platforms including BIBA.
Social Media
We developed a consistent LinkedIn strategy, balancing visibility and engagement with careful management of content frequency and audience fatigue.
Recruitment & Employer Brand
We used content and communications to showcase QuestGates’ people, culture and opportunities, helping support recruitment across the growing group.
Reputation Management
We introduced a personal, human-led approach to customer reviews and reputation management, ensuring responses were timely, appropriate and consistent.
Change & Stakeholder Communications
We supported communications around acquisitions, investment and other significant developments, helping ensure clients and stakeholders received clear, consistent messages.
Responsive Communications
During significant weather events and periods of increased claims activity, we provided real-time communications support, showcasing how QuestGates’ teams were supporting clients and policyholders.
Campaign & Event Support
We supported major industry activity, including QuestGates’ presence at BIBA and its BIBA-accredited valuation facility.
Bringing New Businesses Into the Brand
We also helped ensure new subsidiaries were incorporated into the brand structure from the outset, including fast-growing QGLaw.
The Results
+ 6,000
LinkedIn followers
Growth in QuestGates’ LinkedIn audience since Brand Brown’s appointment.
PAGE 1
Google visibility
QuestGates now ranks on page one of Google for “loss adjusters UK”, strengthening its visibility among insurance clients and prospects.
MEDIA
profile
Coverage and features secured across trade and national media, including The Telegraph.
ONE TEAM
Ongoing support
Strategic and hands-on marketing and communications support delivered as an extension of the QuestGates team.
WHAT QUESTGATES SAYS…
“QuestGates is a rapidly growing specialist claims services business which is unique both in relation to its strategy and ownership model. It is therefore vital that our marketing is both flexible and focused on making sure that our message is fully and clearly communicated and understood.
Throughout our dealings with Brand Brown they have supported us by adopting a team approach, meaning that even when we went through a major investment process last year both our staff and clients were kept fully informed, preventing any misunderstandings and ensuring that our strategy was clearly understood. During a period when maintaining public trust has become ever more important their approach has helped us to increase consumer awareness of our service ethos.”
Chris Hall
Group Executive Chairman, QuestGates
WHAT QUESTGATES SAYS…
“Their (Brand Brown) creativity and attention to detail has significantly enhanced our brand presence in the UK insurance marketplace. The ongoing day-to-day support provided ensures we maintain consistency in messaging throughout our business.”
Alistair Steward
Director, QuestGates
CONTACT US
Looking for something similar for your business?
Let’s get started