• We annually handle 320,000 claims
• We employ 430 claims handlers and loss adjusters
• We annually receive 68% claims digitally
• 11% of all claims are STP (Straight Through Processing)
• 72% of claims reported online are handled automatically
• We annually receive 550,000 emails and 600,000 calls from customers and collaboration partners
• Less than one per mille of claims go to the Insurance Complaints Board

We keep the costumer in focus when we integrate efficiency and digital solutions to our process- and product development.

Our customers can easily get an overview, make changes to their insurances, report claims, follow claims handling and much more at ​www.topdanmark.dk and www.coopforsikringer.dk (in Danish)

One of our focus areas is to make it easy for our customers to report their claims online. This means that we, in the claims department, can spend our time helping the customers with the matters that create value to them. More than 50% of customers report their claims digitally. 

In Topdanmark, we work with the automation of claims processes, so we can continue to deliver quick and easy solutions to our customers’ inquiries.

Among other things, we use Machine Learning to handle simple claims and thus release resources for the claims in which personal assessment and talks with the customer make a difference.

At the end of 2022, 72% of all claims reported online are handled automatically, in full or in part.

We continuously improve and develop our services to the customers. At the same time, we endeavour to minimise those areas with the highest risk of claims inflation. For example, we offer our customers a LeakBot at a favourable price. The LeakBot is an intelligent water leak detector that can detect leaks and bursts before it is too late. It can also help reduce the water consumption, because it detects if a tap is dripping. We have reached 10,000 installations at our customers' houses.

Furthermore, we warn our customers before a weather event, and prepare them on what to do to avoid and/or limit any damages.

Preventation of damages caused by cloudbursts and storms
To limit the damages caused by cloudbursts and storms, we send out warnings via text messages to warn our customers if there is a storm or cloudburst warning in their area. Furthermore, we send emails with good advice on prevention.
 

We constantly strive to limit the damage, in the event of an accident by making agreements with a network of collaboration partners who ensure partly prompt repair and delivery, partly a competitive price and quality. In the claims situation, we advise customers on how to avoid that the same damage occurs again.

We have established an emergency group in Topdanmark comprising a constant team of 60 colleagues to help with claims handling when a large event occurs. The emergency employees have been trained in and are regularly updated on cloudburst and storm claims. Furthermore, we have developed two weather robots; A robot for storm claims and a robot for cloudbursts. The robots will assist in getting the claims in our systems. The robots cannot handle all claims yet, but they are getting better all the time.

(Large-scale claims are defined as gross claims exceeding             DKK 5m. Comprise property claims from SME) 

There were no large-scale claims in Q2 2020. The figure for Q2 2020 is run-off for Q1 2020.

(Comprises all weather-related events regardless of size)

Topdanmark process approx. 300,000 claims a year. Therefore, it cannot be avoided that we receive complaints from customers about the compensation or service they have received.

Customer complaints can be an expression of our inability to communicate the terms and conditions of our policies or our decisions. We therefore use customer complaints to assess how we can improve our communication and advice.