The Claim Process

Criterion's Role

We are appointed by various insurance companies and Brokers to deal with insurance claims on their behalf. Criterion Claims Specialists are entirely impartial and independent claim experts. All of our claims specialists are members of the Chartered Institute of Loss Adjusters and we strictly adhere to their code of practice and regulatory guidelines. Our fees are paid by your insurers but these are not dependent upon the outcome or the amount of your claim.

The Claim Process

If we receive instructions to deal with your claim, we will telephone you promptly to arrange a convenient appointment for one of our team to visit you to ascertain the circumstances of the incident and to obtain details of the claim. If we are unable to contact you at this time or if it is not convenient for you to speak with us, we will write to you to notify of our appointment and to request a suitable meeting. Every effort will be made by us to accommodate an appointment at a convenient time to you. However, please be aware that if your claim involves damage to your house, a garage, garden wall or other external structure, we will need to inspect the damage properly and therefore a visit during daylight hours will be necessary.

If your claim involves loss or damage to contents, it will assist us greatly if any relevant documentation relating to the items could be made available at the time of our visit. This documentation might include original purchase receipts, guarantees, valuations and any other proof of ownership. In the event of a theft, the police and crime reference details (where appropriate) will be required.

The loss adjuster who visits you will deal with your claim from the outset and, together with his dedicated secretary, will progress the claim to its conclusion. They will be your points of contact whilst your claim is ongoing. All of our loss adjusters have at least twenty  years experience and will be very happy to answer any questions or respond to any concerns that you may have both during the site visit and afterwards.

The information that you provide to us will be used to progress your claim with your insurers. To avoid possible delays, it will be beneficial to collate as much detail/documentation as possible as this will enable us to obtain prompt instructions from your insurers. Any communication, by email, fax or post, is entirely confidential and will be responded to by us as soon as possible.

In the unfortunate event where your claim is not covered either in part or in its entirety, we will provide a full explanation in writing to confirm the reasons why this is the case. If you wish to discuss this further with the adjuster concerned, he will be happy to answer any questions that you may have.

We are often asked to comment upon the adequacy of the sums insured at properties that we visit. In this event, this will be the opinion of the loss adjuster and it may be necessary for you to seek further advice from your broker and/or independent adviser. It is your responsibility to maintain adequate levels of insurance cover at all times and it is imperative that suitable sums insured are maintained as otherwise this may adversely affect your insurers ability to offer reimbursement in the event of a claim.

In the unlikely event that you are not satisfied with the way in which your claim was dealt with, please contact the Complaints Manager at Criterion, Suite 3, River House, Broadford Business Park, Shalford, Surrey GU4 8EP. If your complaint is not dealt with to your satisfaction at this stage, please refer to your policy documentation to pursue the relevant complaints procedure.

Any feedback is always welcome and this can be forwarded in writing to the address above or by email to



Contact Information

Tel: +44 (0) 1483 891999
Fax: +44 (0) 1483 893030

Criterion Adjusters email

Suite 3, River House,
Broadford Business Park,