Topdanmark's customer promise is we are here to help, this applies to all customers, including those for whom it can be difficult to contact their insurance company when they need help. Therefore, Topdanmark has set up a special telephone line for customers with invisible disabilities – a sunflower line. The Sunflower Line has its own phone number and customers will be met by special staff who are trained to handle calls from customers with invisible disabilities.

Topdanmark's specially trained staff offer sunflower customers an opportunity for extra time in the conversation, where Topdanmark can meet the more vulnerable customers in their needs. One of the dedicated employees on the sunflower phone line is the experienced customer advisor, Tine Dalsgaard, who has worked at Topdanmark for 17 years. Tine is one of the ten employees who answer calls on the Sunflower phone line on a daily basis.

I am very pleased that Topdanmark has chosen to open a sunflower phone line. We are a large company, and it is important to show that we support the people who have a special need, such as an invisible disability

Tine Dalsgaard Customer advisor

For example, Tine has had an elderly gentleman who called in. He started cautiously by asking: 'I don't know if I'm entitled to call this line, but I've had a blood clot and need everything in a slower pace when you explain things.'

The elderly man had bought a new car and needed car insurance. One in five Danes is affected by an invisible disability at some point in their lives. With more than half a million private customers in Topdanmark, there is a need for this special line.

If, for example, you have had a brain hemorrhage or a blood clot, it is no wonder that it can all be a little difficult. So, I take the customers by the hand – as well as I can through the phone – and we have a quiet and calm conversation where we take our time, Tine explains, and says that she has had 5-10 sunflower calls, where she also has to deal with the fact that the customers can get upset because it can be difficult with all the details.

When Topdanmark works with sustainability and ESG, we do so on the basis of our sustainability programme which includes the theme of Welfare in Everyday Life. The implementation of the Sunflower phone line is part of our wish to ensure the health and safety of our employees, customers and the community we are a part of.

Topdanmark has a direct number to the Sunflower phone line, where employees are ready to help. The number can be found on our customer website.