A rejection is a decision you can challenge — first internally with the insurer's complaints officer, then at the Insurance Complaints Board (Ankenævnet for Forsikring). Here is the whole complaint route step by step: what to gather, what to write, and what happens along the way.
The first step is always the same: request the rejection in writing with a precise reference to the terms the insurer relies on — not just "the damage is not covered", but which clause in the conditions.
Then read the terms against what actually happened, point by point. That is the foundation of the whole complaint — and the reasoning often turns out weaker than the rejection letter sounds.
Note any deadlines in the rejection letter, and react quickly rather than perfectly: a short written note that you disagree and will follow up with a complaint preserves your position while you gather the material.
The board process is written, so the case must be complete from the start. Gather everything before writing the first complaint:
Checklist: what to gather
The policy and the full policy terms
Your claim report and the insurer's rejection
Photos or video of the damage
Receipts and proof of purchase for the damaged items
Assessor or expert reports, if any exist
All correspondence with the insurer
Police report or medical records where relevant
Complain to the insurer's complaints officer (klageansvarlig)
Every Danish insurer must have a complaints-responsible unit — and the board only takes your case once the company has upheld its decision or failed to answer. The internal complaint is not a formality; it is the gate to the rest of the route.
Structure the complaint in four parts: what happened, what the company decided, why you disagree — with references to the terms and your evidence — and what you want. Attach the documentation, request a written answer, and keep everything.
Contact details for the complaints officer are on the insurer's website. If the rejection is overturned here, the case is over; if it is upheld, you continue to the board.
How to complain to the Insurance Complaints Board (Ankenævnet for Forsikring)
The Insurance Complaints Board handles complaints from private individuals about almost all policy types. The case is written, and you do not need a lawyer.
Step by step
Fill in the complaint form at ankeforsikring.dk
Pay the fee (a small amount — refunded if you win, or if the board cannot handle the case)
The insurer submits its written response to the complaint
You comment on the insurer's response — point by point, with your evidence
The board decides — typically after 6–8 months
After the decision: what happens next?
If you win, the vast majority of insurers follow the decision. A company can, however, choose not to — it must then say so within a short deadline, and the next step is court, where the board's decision carries significant weight.
If you win partly, or the insurer offers a settlement along the way, do the maths before accepting: compare the offer with your documented claim, and remember that a settlement generally closes the case for good.
If the case does head to court, check the economics before deciding: legal expenses insurance can cover the costs, and if you meet the financial conditions, free legal aid (fri proces) may be an option.
Most lost complaints stumble over the same things. Avoid these:
Phone-only complaints: anything not in writing does not exist in a written process
Missed deadlines: always answer within the insurer's and the board's deadlines — ask for an extension rather than going quiet
Overstated claims: claiming beyond what you can document invites a discussion about your duty of disclosure
Settling too early: do not accept a partial payout before the whole claim has been assessed
An incomplete file: the board process is written — the case must be complete from day one
Frequently asked questions about insurance complaints
Yes. The board only takes the case once you have complained to the insurer's complaints officer and the company has either upheld its decision or failed to answer your complaint.
A small fee, refunded if you win fully or partly — or if the board cannot handle the case. The current rate is at ankeforsikring.dk.
Typically 6–8 months, depending on how many rounds of statements the parties submit. A complete complaint with all documentation from the start is the best way to avoid delays.
Then the next step is court, where the board's decision carries real weight. Check legal expenses insurance and fri proces first so you know the economics of the case.
The board handles complaints from private individuals about most private policy types — contents, house, car, accident, travel and more. Business insurance generally falls outside.
Where to complain
The Insurance Complaints Board (Ankenævnet for Forsikring)
The board requires the complaints-officer step first. The process is written — submit the case complete from the start.
Complain in writing to the insurer's complaints officer
Await the company upholding its decision — or failing to answer
Fill in the board's complaint form and pay the fee
Respond to the insurer's statements and await the decision