Create claim
When something goes wrong, it shouldn't hurt twice.
90%+
Claims approved
30 min
Typical response time to a claim
1 min
Typical phone response time
What's done is done.
Let's get it sorted.
An injury is never fun. That's why we've made the process as simple and quick as possible - so you can move on quickly.
Fill in the form
What has happened?
Tell us briefly what happened to your product
or home, and feel free to upload a picture.
Typically, it takes 2-3 minutes.
Expert assessment
We review it as quickly as we can.
Our team will review your case and
Assess the situation.
Often you will get a response within 30 minutes.
Decision
Then we'll find a solution.
Once the case has been assessed, we will help you further. Typically with repair or replacement.
You will always get equivalent or better compensation.
What people usually ask.
Let's be absolutely clear, and otherwise you just call.
How do I report a claim?
Use the "Report your claim" form. Describe what happened and attach a photo. It takes under two minutes.
We come back with a solution, typically within 30 minutes.
We come back with a solution, typically within 30 minutes.
How quickly do you handle my claim?
Most claims are handled within 30 minutes. Simple cases are often settled the same day. You hear from us as soon as there is news. No waiting, no unanswered emails.
What happens after I report a claim?
We review your case and come back with a solution. We keep you updated by email and SMS.
If we need more information, we contact you straight away. No forms, no letters.
If we need more information, we contact you straight away. No forms, no letters.
What documentation do I need?
The more you can give us, the faster it goes. A receipt or a photo of the damage is often enough. No receipt? Do not worry, we find a way together.
For electronic devices such as phones and computers you need the serial number of the device.
Have your policy number ready too. You will find it in your welcome email from Frankly.
For electronic devices such as phones and computers you need the serial number of the device.
Have your policy number ready too. You will find it in your welcome email from Frankly.
How do you calculate the compensation?
For items (Frankly Care™):
Compensation is based on your purchase price. We repair or replace the product, and if that is not possible we pay out the value. Compensation can never exceed what you paid.
Other categories may have depreciation based on the age of the product. Bikes are one of them, where depreciation applies after the first few years. How your compensation is calculated is stated in your policy schedule.
For home contents (Frankly Home™):
We assess the damage to your home and your belongings and find the best solution, whether that is repair, replacement or a payout.
Compensation is based on your purchase price. We repair or replace the product, and if that is not possible we pay out the value. Compensation can never exceed what you paid.
Other categories may have depreciation based on the age of the product. Bikes are one of them, where depreciation applies after the first few years. How your compensation is calculated is stated in your policy schedule.
For home contents (Frankly Home™):
We assess the damage to your home and your belongings and find the best solution, whether that is repair, replacement or a payout.
Is there an excess on claims?
Yes, but the amount is not the same on every product.
On Frankly Care™ the excess is a fixed amount, typically between 299 and 999 DKK depending on the product. On the other categories it depends on the product type and on what the product cost. On bikes, for example, the theft excess is calculated as a share of the value of the bike.
Your own excess is always stated in your policy schedule, which you received by email. If you are in doubt, write to shopper@franklyinsure.com.
On Frankly Care™ the excess is a fixed amount, typically between 299 and 999 DKK depending on the product. On the other categories it depends on the product type and on what the product cost. On bikes, for example, the theft excess is calculated as a share of the value of the bike.
Your own excess is always stated in your policy schedule, which you received by email. If you are in doubt, write to shopper@franklyinsure.com.
What if my items cannot be repaired?
Then we find a replacement or pay out the value.
We always work towards the solution that is best for you, not the cheapest for us.
We always work towards the solution that is best for you, not the cheapest for us.
What if I am not happy with the decision?
Contact us directly. We take every enquiry seriously and deal with it quickly. You can also take the case to the Danish insurance complaints board, Ankenævnet for Forsikring, if you want an independent assessment.
