We want our customers to have exactly the coverage that follows their needs, neither more nor less. In this way, they achieve the economic and social security they need. We are aware that this requires good and correct advice from competent employees.

All our employees who advise and / or sell our products are trained at the Insurance Academy or equivalent training and are certified according to the 'good practice rules'. We also ensure that all our employees are continuously sufficiently qualified both professionally and personally. In addition, annual courses in money laundering and GDPR are conducted to ensure responsible sales advice.

New employees are thoroughly trained in our business procedures for what we consider to be an appropriate and responsible sales process, and in our products and terms. We also ensure that all our employees are continuously sufficiently qualified both professionally and personally. We perform ongoing tests to ensure that our employees are equipped to advise our customers.

Remuneration of our sales staff is determined through specific agreements, and the salary composition consists of several elements, the most important of which are fixed salary in combination with either bonus or commission. Bonuses and commissions are given based on sales, either new sales or renewal of an insurance policy. The 2021 agreement for sales staff in the agricultural segment is included as a new element in the bonus statement. If the sale of an insurance is cancelled within six months, the amount will be subtracted from the bonus or commission.

External salespeople are exclusively commission-paid. If the sale of an insurance is cancelled within six months, the amount will be subtracted from the bonus or commission.

Topdanmark has implemented IDD (insurance distribution directive), a European directive on correct insurance mediation, which has been transferred to Danish national rules for insurance distributors - the good practice rules. The rules are established to ensure increased consumer protection. This means, among other things, that our employees are obliged to state clearly and unequivocally what coverage you get with our insurances, so that customers can choose on an informed basis.

Through a central compliance function and several decentralized compliance units, we ensure that our sales staff live up to business procedures and quality requirements. We also perform ongoing quality control and customer satisfaction on all sales units, including the salespeople who are hired through an external agency. We have a reporting system, which means that we evaluate inappropriate situations in order to improve our customer service and avoid errors in sales, service, and claims handling.

We service and advise on topics and situations that can be complicated for our customers. This applies, for example, when purchasing our products - especially when the purchase takes place online without direct contact with an employee. That is why we have prepared easy and easily accessible information about products, prices, and coverage. It also shows what is not covered.

When we prepare new insurance terms, we include customer feedback in addition to general experience. All information about the insurance is stated in the terms and conditions - no information is hidden or 'written in small print'.

We use micro-tariffing to determine the prices of our insurance products. This means that the price depends on several criteria, so that it i.a. reflects the specific risk as well as the competitive conditions in the specific situation.

The criteria we use are based on the concrete experiences of thousands of customers. We use statistical customer data as well as external data and analyses, e.g., nationwide statistical weather data, local theft statistics and the like.

We have strict guidelines and processes, including control processes for calculating prices, which ensure that we only use the actuarially relevant criteria. We do not use the individual customer's marital status, sexual orientation, religion, race, or ethnic background as criteria in our pricing. The same goes for gender in the individual pricing.

Please note that for individual agreements entered before the law change in 2012, gender was used in our pricing. Thus, gender may still have an impact on the price and benefits of these agreements if the agreements include guaranteed benefits.

Our prices are transparent, so it is always clear to our customers what they must pay. Fees that are not directly related to the price of the insurance are stated on our website, e.g., fee for short termination. Changes in fees are notified by law.