Claims handling

We wish to be the market leader in terms of the delivery and development of claims solutions which create value for both customers and alliance partners.

Satisfied customers are our livelihood, and we always endeavour to deliver good customer experiences that makes it easy to be a Topdanmark customer.

We wish to be the market leader in terms of the delivery and development of claims solutions which create value for both customers and alliance partners.

Satisfied customers are our livelihood, and we always endeavour to deliver good customer experiences that makes it easy to be a Topdanmark customer.

Facts

  • We annually handle 300,000 claims
  • We employ 430 claims handlers and loss adjusters
  • We annually receive 61% claims online
  • 10% of all claims are STP (Straight Through Processing)
  • 85% 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



Digitalisering og automatisering

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 online. 




Focus on self-service and full automation

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 2021, 78.3% of all claims reported online are handled automatically, in full or in part.




Damage controlling initiatives

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.
 




Climate and the environment

Carbucks
We support society’s goal of limiting climate changes. In autumn 2021, we therefore entered into an agreement with the company, Carbucks, which uses a new intelligent and CO2 reducing repair method for small car damages.

Inter alia, by optimising the process and the set-up of the technical facilities, we expect to reduce the CO2 emissions to only 2.13 kgs when cars are repaired at the new repair shops. In comparison, previous repairs emitted 45.47 kgs CO2. This means a 95% reduction in CO2 emissions.

We focus on repair rather than replacement e.g. meaning that far less cars will need a new bumper. This means less plastic waste from the discarded bumpers and an additional reduction in CO2 emissions because there is no need for producing new bumpers.

Reuse of consumer electronics
When our customers have electronic belongings replaced, we make sure that the unit is reused or discarded correctly and in an environmentally friendly manner.




During and after an event

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 after reinsurance

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

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




Weather-related claims

(Comprise all weather-related events regardless of size)




Complaints

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.

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

The number of customer complaints that are passed on to the Insurance Complaints Board is under one per thousand claims we receive.

Topdanmark’s share of complaints compared to others in the business was at 8.7% in 2021, which is lower than the level in 2020.