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."

The 2025 Insurance Times Awards took place on the evening of Wednesday 3rd December in the iconic Great Room of London’s Grosvenor House.

Hosted by comedian and actor Tom Allen, 34 Gold, 23 Silver and 22 Bronze awards were handed out across an amazing 34 categories recognising brilliance and innovation right across the breadth of UK general insurance.
Many congratulations to all the worthy winners and as always, huge thanks to our sponsors for their support and our judges for their expertise.

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