Transparent complaint process

All customers have the right to complain. This is a common consumer right, which we support. We ensure that our customers are informed about their complaint recourse and that they are guaranteed an efficient and fair complaints process. 

Topdanmark handles around 300,000 claims annually, and so it is inevitable that we receive customer complaints about the compensation or service they have received.

Customer complaints are used constructively

Insurance and pension products can be difficult to understand, and in certain cases the compensation or the help offered in a claim do not met the customer’s expectations. This may for example be due to restrictions in the terms, which the customer has been unaware of, or the customer’s inability to document the loss which we should compensate.

Customer complaints can also 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.

Opportunity to complain

If the customer – in private insurance cases – disagrees with our decision on a claim, the customer is entitled to appeal the decision to the Insurance Complaints Board (Ankenævnet for Forsikring).

Goal

Our goal is to succeed in as many appeal cases as possible brought before the Insurance Complaints Board, as it demonstrates that our decisions have been correct. Regardless of the outcome, we always use these appeal cases to assess how we can improve our communication with our customers. 

Annual result 2017

Contact information 

Please send complaints by letter to: 

Topdanmark A/S

Att.: Kundeklager (Customer complaints) 

Borupvang 4

2750 Ballerup

Denmark 

By e-mail to: kundeklager@(if you can see this please update your browser)topdanmark.dk 

Letters can be written in English. 

Read more about Topdanmark's approach to complaints, our claims handling and mediation as solution model in  “Customer complaints are taken seriously”