Everyone at Criterion is working hard to ensure that we limit the impact of the Coronavirus (COVID-19) and maintain the best possible service.

All of our support team, who normally work in our office in Guildford, switched to home working in March and this transition proved very smooth. We re-opened our office in early October but following the most recent Government guidelines the office is now closed again until early December and we will review this further as and when restrictions are lifted.

Our Adjusting Team continue to work from their homes as they always have done. The adjusters have been gradually moving from virtual visits for the majority of claims using remote video technology during the original lockdown back to actual site visits, reflecting the demand from customers. During the current second lockdown in November we are continuing to use our professional judgement as to whether a site visit should be carried out. Site meetings are only completed 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.

We are occasionally having to defer site visits where a claim is complex or where we have concerns until it is appropriate and safe to do so but otherwise we are continuing to operate to our normal SLA’s. We massively appreciate the support we have received from all of our clients, new and old, over the last few months and we are grateful for your understanding during these challenging times.

The situation of course continues to evolve and will be reviewed again whenever the guidelines are amended and in accordance with the latest advice. As ever, if you have any concerns or queries 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
November 4th 2020



Our Services


'I wanted to say thank you very much for all your kind help.  It was a pleasure to meet you, and we both really appreciated the friendly way in which you made what could be a very stressful process really easy'.

Mr & Mrs Busbridge

'Just want to say that the service received by Paul Taylor at Criterion is absolutely second to none. He helped us through a particularly tough time and we are appreciative of his help'.

Mrs S Marshall

'I would like to say that you have been so kind and helpful to us and it really has meant a great dealt to be able to trust somebody and to be able to lean on you and take your advice.  Many thanks again Stuart'.

Mr G Bruce

'My family and I really appreciate your efforts and wholeheartedly thank you'.

Mr & Mrs Amasanti

'Having never made a claim before for a loss, I wasn't always clear of the process, I was therefore very reassured by the professionalism and guidance provided by Bob Eccles. Thank you'.

Mr & Mrs Richardson

'Many thanks to you, Adam and to your assistant, Lily for your kind assistance throughout, it is very much appreciated'.

Mr S Johnson

'I have been amazed by the speed, efficiency and courtesy with which my claim has been addressed.  Justin Boydell must be commended for his supervision. His calm response to any 'niggles' along the way have made the whole episode almost stress free.  I would like to thank you personally for the courtesy and skill with which you have overseen the whole process.  A job well done'.

Mrs P Mathews

'Thank you for your timely and professional manner in getting the claim resolved'.

Mr D Lawson