Mediation as a solution model

When a customer files a claim with Topdanmark, eventually we do not always agree in the final decision. In future, we aim at solving such situations by way of using mediation to a greater extent than we do today. Experience from Denmark as well as abroad proves that a conflict may be resolved in approximately two out of three cases by using mediation thereby bypassing the legal system.

Mediation provides greater understanding

Briefly, mediation is a process enabling both parties to put forward their views to one another and to an impartial mediator thereby enabling both parties to form a better understanding of all viewpoints. The mediator’s job is to guide the process ensuring that the parties are being heard and - through dialogue and negotiation – that a solution is being identified and accepted by the parties concerned.

In many cases, mediation may solve a conflict faster, less costly and in an even more satisfactory manner compared with a legal suit. Often a legal suit is stressful for both parties due to the lengthy process including heavy expenses. Furthermore, a legal suit usually does not provide the parties with a better understanding of the other party’s views. Comparing with a legal suit, mediation may bring along a better understanding of the many non-legal aspects in a case.

It is not possible to avoid differences of opinion with customers or others covered by Topdanmark’s insurances. However, we want to contribute to solving such situations properly.


Favourable experiences from court-based mediation

Topdanmark has solid experience within mediation; primarily from court-based mediation. Court-based mediation is similar to mediation, however, it takes place within the legal system upon commencement of a legal action. The conciliator may be a mediator attorney or a judge.Topdanmark’s experience with mediation in court-based mediation is mainly positive. This is why we in future want to use this method for conflicts before they end up in a legal action. This may benefit all parties. 


Co-operation with Mediation Institute

Since 2013 Topdanmark has co-operated with the Mediation Institute (MI), a self-governing and non-profit institution. MI’s purpose is to extend people’s knowledge and use of mediation for which we can tell there is a need. In addition to some attorneys, Topdanmark’s experience from many customers and claimants is that they are not acquainted with mediation as a conflict resolution option.

In 2017 Topdanmark entered a partnership agreement with MI in order to additionally support the utilization and penetration of this method for conflict resolution.