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


'Claim handled sensitively with appreciation of the stress caused by the incident and keenness to find a way to resolve the matter with minimum disruption. Thank you.'

Dr M

'Wanted to let you know that the claim was dealt with fantastically and the client was very pleased with the outcome.'


'Thank you so much for your prompt reply and the effort so far. I am very grateful.'

Mrs H

'Really impressed, really quick and to the point, good that a couple of the claims have closed already.'


'Once again, I appreciate your ongoing support during this challenging period. Both yourself and Insureres have been invaluable in assisting my family and me through these very difficult times.'

Mr E

'I have met with the insured and her son for sign off and they’re very happy with how things went. Been great working with you on this one. I also thank you for being very fair and allowing things to progress smoothly.'


'Thank you. Criterion were excellent, responsible and sensitive. I would rate good/excellent on all fronts. Many thanks!'

Mr C

'May I congratulate Insurers and Criterion on the slick , professional way that you have all handled this claim.'

Ms G

'Insured wished to stress that Criterion have been fantastic throughout the claim, always polite and returning calls and updating.'


'You have shown exemplary professionalism in recording and assessing the damage , setting up the clear project structure defined below and showing much appreciated empathy to us during what has been a stressful experience . We are both very appreciative.'

Dr J