Client Testimonials
Below are just some of the great words that our clients have said about the service provided by Merlin.
For details of what their Customers say about their experiences with Merlin, please see our Customer Testimonials page.
Click on the company name below to read what they said about Merlin's service.
"Ageas has seen its partnership with Merlin go from strength to strength in the past twelve months. Based on our internal auditing process, we rank them as a high performing general adjuster on our domestic adjusting panel with regards to overall service.
Notably during the December 2010/January 2011 freeze surge event Merlin provided regular updates and we experienced the least impact to service and the lowest levels of issues or complaints across our panel of adjusters.
Merlin is widely regarded within Ageas for the quality of its staff and processes for complaint management, balanced with a good performance on claims costs. Management information is delivered to a bespoke Ageas template and in line with agreed SLAS.
Merlin delivers what Ageas aspires to for its customers with 90% of our customers contacted within an hour of our instruction being received and a similar percentage for first visits offered within SLA. We see Merlin utilising a mix of Ageas’ and its own repair network as appropriate to claimant’s needs, indicative of its flexible and transparent approach to meeting our SLAs and customer expectations.
We look forward to a continued long-term and mutually beneficial partnership with Merlin and to working with them to devise, pilot and provide innovative solutions to meet our customer’s needs.”
Rob Smale - Claims & Operations Director
Ageas Insurance UK
"Having worked with Merlin over the past 3 years I have witnessed many changes within the company.
Despite these challenges the staff at Merlin have remained focused on delivering service to their clients, with the management team recognising the need for changes to be made and implementing these. The Relationship Managers have also undertaken reviews with their clients to obtain feedback on what works well and what not so well. They have then taken this feedback away to review and determine what actions are needed to continuously improve service.
As a result of this open mindedness Merlin have improved their level of service, have kept promises and made internal changes to accommodate the changing market and insurer/ broker requirements.
A new liability division has been developed bringing Merlin back into the frame as liability adjusters, whereas they were previously known for their property work.
Their Subsidence hub has worked really well, together with their implementation of the escape of water team, following the winter of 2010 /2011.
During the surge of 2010 /2011 Merlin were one of the few adjusters who coped with the influx of work, whilst maintaining lines of communication and service standards.
If issues do arise these are pro-actively managed and resolved in a speedy but professional manner, to maintain customer service and satisfaction...
Over the past 18 months Merlin has continuously strived to improve their performance and many measures have been put in place to ensure that they succeed, which they have."
Claire Johnson - Claims Director (Personal Lines)
Towergate Underwriting Group
"We are a specialist insurance provider to the lettings industry and, through our relationship with letting agents, sell tens of thousands of policies annually.
Excellent customer service is at the heart of everything we do and is especially important at the point our policyholders need it most - at point of claim. We are very precious about quality of claim handling and we needed to be sure that Merlin was able to deliver a service that properly represented our brand.
We were very impressed with Merlin right from their first visit, and could see that the customer experience provided by Merlin met with our own exacting standards – and saw particular value in the use of Service Tick for all of our claims.
We have been working with Merlin now for a good few months and continue to be impressed with their service – both at a day to day and management level – and have seen a noticeable improvement in policyholder satisfaction during this period."
Andy Wynne-Jones - Head of Underwriting
HomeLet
“Since joining Acumus some 12 months ago our relationship with Merlin Claims has grown immensely. Merlin has evolved in such a way that they provide a tailored service to cater for each client need in order to provide an impeccable service.
During the surge period they efficiently managed the claims which had little effect on the service provided.
When issues do arise, no matter how small, they effectively manage and resolve these swiftly so as to continue to provide a seamless service. Equally they have performed to an excellent standard in terms of dispute resolution to bring claims to a successful conclusion.
When presented with a project, Merlin will reconsider their processes and avenues to cater for any eventuality in order to be flexible to customers’ requirements. I highly recommend Merlin based on their proven service, also accompanied by excellent feedback from our clients as I know that they will and have delivered on their service promise, this is testimony in itself.”
Sacha Smith - Head of Claims Operations
Acumus
"Having worked with Merlin for around a year, we have built a strong relationship built on trust and openness. Merlin staff are easy to work with and always react quickly, and effectively.
As a provider of a high quality Claims Management service we require detailed investigation reports provided promptly. In our experience Merlin excel in terms of communication, speed of reply/reports. Quality is high due to the strong technical ability of their adjusters. We have been impressed with the fact that they provide unprompted updates which is unusual in their marketplace. All this they provide at a highly competitive cost."
Lee A'Court - Managing Director
Velocity Claims