Avalon system combines a surveyor team with a contact centre

Merlin has launched a claims management system for the new Total Claims Management Solution Subsidence model.

The system, Avalon, provides Merlin’s clients with a contact centre to manage the claim and customer, and identify opportunities of declinature, recovery, fraud and reduced indemnity spend.

The contact centre is supported by a team of surveyors responsible for providing technical investigation and data from ground level, as well as the project management of claims progressing to repair.

Merlin head of subsidence Mike Dupelycz said: “The centralised hub and dedicated team demonstrates our commitment to delivering the expertise required to deal with claims which can represent reputational risk to our clients."

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