Insurance Claim Denied in Denmark: Ankenævnet for Forsikring Guide

Insurance Claim Denied in Denmark: The Clear Path to Resolution

Denmark has one of the world's most comprehensive consumer protection systems, and this extends fully to the insurance sector. If your insurer has denied your claim in Denmark, you have access to a specialized, free, and highly effective dispute resolution body: Ankenævnet for Forsikring (the Danish Insurance Complaints Board). This quasi-judicial body has been resolving insurance disputes for decades and is recognized as one of Europe's most effective policyholder complaint mechanisms.

This guide explains the Danish insurance regulatory framework, the most common reasons for claim denial, and the step-by-step process for challenging a denial through Ankenævnet for Forsikring and the Danish Financial Supervisory Authority (Finanstilsynet).

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Denmark's Insurance Regulatory Framework

Insurance in Denmark is supervised by Finanstilsynet (the Danish Financial Supervisory Authority), which regulates all licensed financial institutions including insurance companies.

Finanstilsynet Website: https://www.finanstilsynet.dk

Finanstilsynet Phone: +45 33 55 82 82 (weekdays 10:00 AM – 3:00 PM)

Address: Strandgade 29, 1401 Copenhagen K, Denmark

The primary legislation governing insurance contracts in Denmark is the Insurance Contracts Act (Forsikringsaftaleloven, FAL). Denmark has also implemented EU insurance directives including the Insurance Distribution Directive (IDD) and Solvency II, which strengthen consumer protections.

For consumer dispute resolution, the dedicated body is:

Ankenævnet for Forsikring (the Danish Insurance Complaints Board)

Website: https://www.ankeforsikring.dk

Phone: +45 33 15 89 00 (weekdays 10:00 AM – 1:00 PM)

Address: Anker Heegaards Gade 2, 1572 Copenhagen V, Denmark

Ankenævnet for Forsikring handles disputes between policyholders and insurance companies across virtually all insurance product types. It is operated jointly by the Danish Insurance Association (Forsikring & Pension) and consumer organizations, ensuring its independence. Filing is free for consumers.

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Why Insurance Claims Get Denied in Denmark

1. Policy exclusions. Danish insurance policies contain specific exclusions that insurers apply to deny claims. Common exclusions include intentional damage, gross negligence in some contexts, damage caused while under the influence of alcohol or drugs, wear and tear (slitage), and pre-existing medical conditions.

2. Gross negligence (grov uagtsomhed). Under Danish insurance law, insurers are permitted to reduce or deny claims where the policyholder's gross negligence contributed to the loss. What constitutes "gross negligence" is frequently disputed in Ankenævnet cases.

3. Non-disclosure disputes. The Insurance Contracts Act obliges policyholders to disclose material facts at the time of application. However, Danish law limits the insurer's remedy for non-disclosure — denial is only possible for intentional misrepresentation; lesser omissions result in proportional reduction.

4. Cause of damage disputes. Property and home insurance claims frequently generate disputes about whether damage was caused by a sudden, covered event or a gradual, excluded process. Water penetration, subsidence, and foundation damage disputes are particularly common.

5. Motor insurance disputes. Whether an accident resulted from covered or excluded circumstances — including vehicle condition, driver's license validity, and alcohol levels — is a common dispute ground for motor insurance claims in Denmark.

6. Health and critical illness insurance. Whether a medical condition meets the policy's definition of a covered illness or disability is frequently contested.

7. Travel insurance cancellation disputes. Denmark's active travel culture generates many travel insurance cancellation disputes, particularly around the definitions of "unforeseen events" that justify trip cancellation reimbursement.

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Your Rights Under the Danish Insurance Contracts Act

The Forsikringsaftaleloven (FAL) provides Danish insurance consumers with the following key rights:

• Right to information: Insurers must provide policyholders with a clear policy summary (forsikringsoplysninger) before the contract is concluded. Key terms and exclusions must be clearly communicated.
• Non-disclosure proportionality: Insurers may only deny claims for non-disclosure in cases of intentional or seriously culpable misrepresentation. Lesser non-disclosure results only in proportional reduction of the claim. (FAL § 6)
• Prompt claim handling: Insurers must handle claims without undue delay. Claims must be settled or formally disputed within a reasonable time after receiving all required documentation.
• Right to dispute resolution: Policyholders may bring unresolved disputes to Ankenævnet for Forsikring at no cost.
• Gross negligence standard: Even where gross negligence is alleged, the reduction in payment must be proportional to the degree of negligence and the causative link to the loss.

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Step-by-Step: How to Appeal a Claim Denial in Denmark

Step 1: Request a Written Explanation from Your Insurer

If your insurer has denied your claim, request a complete written explanation (skriftlig begrundelse) specifying:

• The exact policy clause (policyklausul) relied upon
• The factual basis for applying the exclusion or denial ground
• Any investigation results or expert opinions used

Under Danish good insurance practice, the insurer must provide this.

Step 2: File a Formal Internal Complaint (Klage til forsikringsselskabet)

Write a formal complaint to your insurer's complaints department (klageafdeling or kundecenter). Danish insurers are required by Finanstilsynet regulations to maintain an internal complaints process.

Your complaint should:

• Reference your policy number and claim reference
• Explain clearly why the denial is incorrect, referencing the specific policy clause and FAL provision
• Attach all supporting documents: police reports (politirapport for motor/theft claims), medical documentation, repair estimates, photographs, receipts
• Request a written final response within 30 days (god skik — good practice standard)

Keep copies of all correspondence.

Step 3: Contact Ankenævnet for Forsikring

If your insurer upholds the denial, file a complaint with Ankenævnet for Forsikring.

Eligibility:

• You must have complained formally to the insurer and received a final written response (or 6 weeks must have passed without a substantive response).
• The complaint must relate to a personal (non-commercial) insurance product.
• The dispute amount must generally exceed DKK 1,100 (the Ankenævnet's minimum threshold).
• You must file within 3 years of first becoming aware of the disputed decision (the limitation period under Danish law).

How to file:

• Online through the Ankenævnet website (ankeforsikring.dk) — available in Danish.
• By post to Anker Heegaards Gade 2, 1572 Copenhagen V.
• A small filing fee (klagegebyr) applies — currently DKK 200. This fee is refunded if your complaint is upheld.

Your submission should include:

• The insurer's final response letter
• Your internal complaint to the insurer
• All policy documents
• All supporting evidence
• A written summary of your complaint and the outcome sought

Step 4: Ankenævnet Process

After filing:

1. Ankenævnet's secretariat assesses eligibility and requests the insurer's response.
2. Both parties may submit written arguments and evidence.
3. The Insurance Complaints Board (a panel of legally qualified and insurance industry members) reviews the case on the papers.
4. The Board issues a written recommendation (kendelse).

The kendelse is a recommendation — it is not technically a court judgment. However, insurance companies that are members of Forsikring & Pension have agreed to comply with Ankenævnet recommendations as a condition of their membership. Virtually all major Danish insurers are members.

If the insurer refuses to comply with a recommendation in your favor, you can use the recommendation as evidence in subsequent court proceedings, and the refusal itself reflects poorly on the insurer.

Timeline: Typically 6 to 12 months depending on caseload and complexity.

Step 5: Finanstilsynet Complaint

If the insurer has violated Danish insurance conduct regulations — for example, by failing to properly disclose policy exclusions or by systematically refusing valid claims — file a complaint with Finanstilsynet through their website or by calling +45 33 55 82 82. Finanstilsynet can investigate and impose administrative sanctions.

Step 6: Civil Court (Domstol)

For disputes where Ankenævnet's recommendation is not followed, or for claims outside Ankenævnet's jurisdiction (such as some commercial insurance products), the District Court (Byret) has jurisdiction. Small claims (simplified civil procedure) is available for disputes up to DKK 50,000. Legal advice may be covered by your home contents insurance's legal aid coverage (retshjælpsforsikring) — check your policy.

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Special Types of Insurance in Denmark

Arbejdsskadeforsikring (Occupational Injury Insurance): Work-related injury claims are governed by the Workers' Compensation Act (Arbejdsskadeloven) and administered by the Labour Market Insurance (Arbejdsmarkedets Erhvervssikring — AES). Disputes about work injury benefits go through an AES appeal process before proceeding to the Social Appeals Board (Ankestyrelsen) or the courts.

Sygeforsikringen "danmark" (voluntary health insurance): Denmark has a widespread voluntary health insurance organization (Sygeforsikringen "danmark") with over 2 million members. Disputes about this coverage follow the Ankenævnet process.

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Common Mistakes to Avoid

Not obtaining the insurer's final written decision before going to Ankenævnet. Ankenævnet requires proof of the insurer's final position. If you go to Ankenævnet without this, your complaint will be returned to you to complete the internal step first.

Forgetting about legal aid coverage (retshjælpsforsikring). Most Danish home contents insurance policies include legal aid coverage, which can significantly reduce the cost of engaging a lawyer for insurance disputes and subsequent court proceedings. Check your home policy before spending money on legal fees.

Missing the DKK 200 filing fee. Ankenævnet complaints require a DKK 200 fee, which is refunded if your complaint is upheld. Forgetting this can delay the processing of your complaint.

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Drafting Your Appeal Letter

A professional, well-organized complaint letter in Danish is the foundation of a successful Ankenævnet filing. ClaimBack at claimback.app can generate a clear, structured appeal letter in English tailored to your specific insurance denial situation, covering the key legal arguments under Danish insurance law. Use this as the framework for a professional Danish-language letter to your insurer and subsequently to Ankenævnet.

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Conclusion

Ankenævnet for Forsikring is one of Europe's most effective insurance consumer dispute resolution bodies — it is inexpensive (DKK 200 filing fee, refunded if upheld), expert, and widely respected by Danish insurers. Combined with strong consumer protections under the Forsikringsaftaleloven and Finanstilsynet oversight, Danish policyholders have excellent tools for fighting unfair claim denials. Follow the process methodically, check for legal aid coverage in your home insurance, and use every available resource — including ClaimBack at claimback.app for your appeal letter.