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At Nordea Liv & Pension we want to be a trusted and reliable partner for our customers while they save and when they receive benefit payments from us. In this way we help provide financial security when working life ends – no matter whether people retire due to age, become ill or die.
Our benefit payments must be correct
We and our customers have a shared interest in ensuring that we pay the correct benefits. Incorrect benefit payments to some customers can affect our other customers for example via higher premiums.
Obviously we do our utmost to ensure that our customers are satisfied with our services and our terms and conditions. We are very careful when handling claims to ensure that we pay the right benefits.
If you nevertheless disagree with our decisions, it is important for us to correct and learn from possible errors. We have appointed a special complaints officer and complaints handling is a high priority at Nordea Liv & Pension. Read more about the way we handle complaints.
In some cases there may be doubt about the basis for paying benefits. For example we might be notified that a customer is not as ill as we were originally informed. Fortunately it does not happen often, but we obviously have to clarify this.
We do this by reviewing the matter again. Sometimes we will ask for additional medical or other details. In rare cases we may be forced to observe the customer to determine whether the customer’s physical ability matches the information we have. Observation will only take place to ensure that the facts are correct and the matter objectively assessed – and obviously always within the framework of Danish legislation and the code of ethics of the pension and insurance industry (pdf, 109 KB)Åbner i nyt vindue (information only in Danish). This may for example involve legislative requirements for the use of photo and video equipment.