We focus on making it easy for our customers to report claims. Therefore, we have developed a digital platform where the customer is guided through a review without the use of e.g., policy number. If the customer is in doubt, a chatbot can help find the correct notification form. It is also easy to get an overview of the reported claims and the overall process.

We have implemented solutions, which ensure that our customers quickly gain an understanding of how they are covered and how the process onwards will be. These solutions are continuously improved.

We handle more than 350,000 claims each year. Thus, errors cannot be avoided in our claims handling - e.g., errors in entering data when making a claim. Our wish is that we make as few mistakes as possible as it is an inconvenience to our customers.

When we become aware of an error, we correct it immediately. If the error has affected the customer's compensation or the future process that the customer must go through, we inform the customer of the error and pay any difference that may occur.

To minimise the number of errors, our claims handling is continuously quality assured through internal controls, dialogue with our employees and feedback from our customers - specifically those who have been through a claim process. This is done, among other things, to ensure that workflows are complied with and that we provide a uniform case processing.

We use several different analyses to assess whether the customers are satisfied with our case processing and whether they experience it correctly and fairly. For example, we look at reasons why our customers send us complaints.