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


'The service we received has been excellent. Stuart Dean has been really helpful in dealing with our claim, liaising on the value of various items and updating us on the process along the way.'

Mr Samuel Boreham

'I would like to reiterate our thanks to you both for bringing two professional & polite individuals to our home on Saturday.'

Kate Morgan

'I would like to put on record how courteous and professional the team were.'

Mr G & Mrs D Stubbs

'Craig handled everything well. The fact I don't remember who our insurers are is credit to him dealing with them.'

Mr George Hamilton

'I always found John McLaren to be professional and personable. Thank you for your assistance with this claim.'

Mrs R Corrie

'David was excellent , fair and quick to submit my claims as they arose.'

Mrs Y Shaw

'My clients (and myself) were very impressed with the excellent service provided.'

Mr Gary McAnulty

'Mr Dean was informative, helpful and speedy in dealing with enquiries. The arrangements he set up for dealing with a very tragic fire situation involving the death of our mother took a large load off our minds at a difficult time.'

The Hon Mrs J Harvey

'I must say your input has been most helpful – no doubt the fact that Zurich have been very reasonable is down to your handling of the claim.'

Mr Roy Callow

'Sean please accept my thanks for your swift and speedy response, I’m very grateful someone has taken action with purpose.'

Mr Bryan Long