As we enter the third lockdown, the following is an update around Criterion’s service. Unfortunately I am becoming well practised at this!

Our Support Team will continue to work at home. Our office in Guildford was open during October so that those staff who wanted a change of scene or some personal interaction could work there. Following the change of Government guidelines at the beginning of November the office closed again and will now remain closed until the current lockdown restrictions are lifted. Like everyone else, we very much hope the end may be in sight and we will open our office just as soon as we are able to but probably with more flexible working patterns than we have adopted in the past.

Our Adjusting Team continue to work from their homes as they always have done. During the initial lockdown the adjusters were undertaking virtual visits for the majority of claims using remote video technology. Over the months and depending on area tier restrictions, to reflect the demand from customers there has been a gradual move back towards site visits. During this current lockdown we will continue to offer site visits to customers and we will use our professional judgement as to whether a site visit should be carried out. Site meetings will only take place if the customer is in full agreement and only after full health screening and a complete risk assessment have been undertaken. During the visit strict social distancing and all other Covid protocols are carefully followed to safeguard the health of our staff, policyholders and all others that we may meet during the course of our visit. We will continue at all times to strictly follow the guidance from the UK Government, the NHS and HSE. Our reports will continue to clearly show whether a ‘Virtual Visit’ or a site visit has been undertaken.

The situation continues to evolve and we are continually monitoring the Government guidelines and our own working practices. As ever, if you have any concerns or queries whatsoever or if you would like any more information at all please feel free at any time to contact myself or our Operations Director, Mark Pierce (07825 451453,

James Long
Managing Director
January 6th 2021



Our Services


'Thank you for a very efficient and professional service  - much appreciated and I have no suggested improvements '.

Mr M Cornish

'Thank you very much for your patience and assistance throughout this lengthy process.  I am extremely grateful to you and all at Criterion'.

Mr & Mrs P Hartley

'I wanted to thank you for all your help and advice throughout this whole process. You have been so helpful and knowledgeable at every step of the way and really wonderful to deal with.  It is so appreciated'.

Mr & Mrs Fine

'I would like to express my sincere thanks for your amazing response and solution to this claim. I'm absolutely delighted with the outcome. Following the never ending setbacks you managed to sort all of it out sped coupled with effortless professionalism'.

Ms Lisa Hurley

'Thanks for your part in the whole procedure following the flood.. I felt we were looked after so well and am grateful for the care taken to get it just right ..!'.

Mr. & Mrs. Pound

'Thanks again for your involvement. Although the circumstances were a little trying (!) I do very much appreciate your prompt responses and understanding'.

Mr. & Mrs. Bradly

'I would like to take this opportunity to thank you Sean for all your assistance by going above and beyond to ensure this difficult period has ran as smooth as possible'.

Mr Mike Webster

'Despite the trauma of being burgled whilst we were at home I can honestly say that the service I received from Criterion in dealing with this claim on behalf of Zurich was absolutely first class. I really couldn't have asked to be dealt with in a more compassionate and efficient manner. Very well done and much appreciated. Thank you'.

Mr Andrew Leslie

'Your visit today was much appreciated for the clarity of your explanations and the helpfulness of your proposals to get things going now with a minimum of further delay. Thank you very much'.

Robin Behar Esq

'The service I received from Criterion was first class, I have worked in insurance as a broker for 30 plus years and this is the first time I have been on this side of the fence.  I would have no hesitation  in recommending Criterion to any of my clients'.

Mr. & Mrs. Stevens