Help with insurance

When you have reported a claim, we will treat it as quickly as possible. You will receive a confirmation that we have received your claim. If we’re missing something from you, you’ll hear from us. We’ll contact you anyway as soon as we’ve looked at your case.

You can also track the status of the claim by logging in to my insurance policies in the online or mobile bank.

When you have reported a claim, we will treat it as quickly as possible. You will often be able to get an answer immediately. If you do not get an answer right away, the normal processing time is about three working days.

In periods where there are many cases at once, for example in flooding which causes major damage for many people, the processing time could be somewhat longer than usual.

Matters that are reported online, via our websites or mobile bank, are prioritised.

How to prepare before the storm arrives.

• Bring all loose belongings inside, and if that’s not possible, you should secure them.
• Bring in or secure the trampoline so that it doesn’t blow away in the storm.
• Check and reinforce the moorings. If necessary, move the boat to another place that is not so exposed.
• Check that there are no loose roof tiles. Clean the gutters of leaves and debris. If the house has a flat roof, all drains must be open.
• Close all windows – both in basements and on the roof. Look for ways to direct surface water away from the buildings.
• Think about where you park your car and where the caravan is located. Keep them away from large trees etc.
• Make sure to have flashlights easily accessible in case of a power outage, and remember to have batteries. If you are completely dependent on a power supply at all times, make sure to arrange for a generator in time.

What should you do when the storm arrives?

• Stay inside.
• Follow advice from emergency authorities. 
• If you MUST drive, follow the advice of the Norwegian Public Roads Administration and check the road reports (175.no).
• Follow advice and check the status from transportation operators.
• The need for preparedness should be continuously assessed by emergency responders. 
• Exercise caution when travelling in a coastal area or on the sea.
• Take care of yourself – when roof tiles and building panels are flying in the wind, it's safest not to move.

As a homeowner, you are obligated to take preventive measures against natural damage that is probable where you live.

How to prevent flood damage

• Make sure that drains and manholes are clear so that water can flow freely.
• Ensure that nearby streams are not blocked by garden waste, branches, or other debris.
• Clear the garden of furniture, loose materials, grills, and items that could be carried away by water.
• If there is a danger that water can get into the basement or garage, objects should be lifted up from the floor. Place items on shelves, in cabinets, or in waterproof containers, and remove valuable belongings from the basement or lower floor. Remove loose carpets and other loose floor coverings.
• Keep the doors and windows for the basement and ceiling closed. Cover with sandbags if necessary.
• Stay updated with news broadcasts and messages from local authorities. In the case of major flooding, measures may be implemented by the authorities.
• Make arrangements with neighbors or friends to take action and keep an eye on your house if you are not at home.

How to limit flood damage if you are already affected 

• Water conducts electricity and can lead to short circuits and/or electric shock hazards (conductivity). Turn off the circuit breakers for the floor that has been flooded.
• The water heater and electrical system that have been submerged must not be used until the equipment has been inspected by an electrician.
• It is important that you keep the items you want to be compensated for. In many cases, the insurance company sends an appraiser or a partner to assess or repair the damage. Also, take pictures or video of the damages. These can be used to assess the compensation amount.

What the insurance covers depends on which insurance you have and what has happened. Check the terms of your insurance for details on what the insurance covers and what it does not cover. You can find your terms and conditions, insurance certificate and product information by logging in to my insurance in the online bank and in the mobile bank.

The deductible is the amount you need to pay yourself, when you use your insurance. How much you have to pay as a deductible depends on the type of insurance you have and the deductible you chose when you purchased the insurance. Some insurance policies also have different deductibles depending on what has happened.

As a general rule, you do not need to pay a deductible if a third party acknowledges responsibility for the damage.

You can see what deductible you have by logging in to my insurance policies in the online or mobile bank.

The time it takes to process a reported claim varies. Among other things, it depends on which insurance you are using and what has happened.

Of course, some events take longer to process than others, but you will usually get an answer shortly if you have collected all the necessary information and documentation when you report the claim.

In the settlement, we will agree on payment and repair or reconstruction. Once your claim has been processed and you are to receive the settlement payment, it usually takes 2-3 business days for the money to be deposited into your account.

You set up eFakturaand AvtaleGiro in the online and mobile bank.

When you pay a bill to someone who offers AvtaleGiro, you will be asked if you want to enter into an agreement for AvtaleGiro. Then you choose yes, and the next invoice will come as AvtaleGiro.

You can also let us create eFaktura agreements automatically by turning on the “always eFaktura” feature in the online or mobile bank.

If you need to create agreements manually, use the KID number you will find on your invoice to do this.

You may receive an invoice in the mail if it was generated before AvtaleGiro or eFaktura was registered with us. Pay the invoice you receive by mail and then from the next invoice you will be able to pay digitally.

If you receive your next invoice as a letter, contact us for help.

When you choose to pay monthly, the first seven monthly amounts are calculated to 30 days. The remaining five months of the year are calculated at 31 days. In total, this amounts to a year of 365 days. The months with fewer days will naturally have a slightly lower amount on the invoice compared to the months with more days, but the total will still add up to one year, which is 365 days.

Also, remember that you will be invoiced in advance. The first invoice after you have purchased insurance often contains a longer period than a normal month to include the remaining part of the month you bought the insurance together with the next month. This will be specified in the invoice you receive.

Some vehicles you insure are used more frequently depending on the season. The price of the insurance therefore varies according to the season for these – known as seasonally varied pricing.

Among other things, this applies to motorcycles, mopeds, snowmobiles, boats and jet skis.

Should the insurance expire outside of the principal maturity date, the price is settled for the period during which the insurance has been in force. The price is calculated based on a table that you will find in the insurance agreement.

You can find your invoices by logging in to my insurance policies in the online and mobile bank. There you’ll get an overview of all your insurance policies and what they cost. You can also change how often you want to pay for your insurance: choose between monthly, quarterly, semi-annual or annual payment.

First, you must pay any outstanding debt related to the missed insurance payments. In addition, you must pay any debt collection.

When you have paid what you owe, you need to contact us. Your insurance will not be automatically resumed when they have been terminated as a result of non-payment.

You can find your invoices by logging in to my insurance policies in the online and mobile bank. There you’ll get an overview of all your insurance policies and what they cost. You can also change how often you want to pay for your insurance: choose between monthly, quarterly, semi-annual or annual payment.

The annual due date is the date the insurance agreements are renewed, and this takes place once a year. When you buy an insurance policy, the agreement usually applies for one year. The insurance is usually renewed automatically after a year, on the date of the annual due date. Remember that even if the insurance is valid for one year, you are not locked into the agreement. You can terminate, move or change the insurance along the way, for example if your insurance needs change.

You can find the date of the annual due date for your insurance by logging in to my insurance policies in the online or mobile bank. Then check the insurance period for your policies to see when the main due date is – it’s marked as “valid until.”

At the annual due date, the insurance company may adjust prices and terms, but you will receive information about this in the renewal documents.

By logging in to my insurance policies in the online and mobile bank, you’ll get an overview of your invoices and what they contain. You can also see the status on your invoice: whether it has been paid or not.

The payment date can be changed by contacting us.

Your car insurance covers the vehicle you have registered the insurance on, not a rental car you borrow while on vacation abroad.

If you have top comprehensive coverage, rental car coverage is included in case of damage to the vehicle you have insured, according to the terms and conditions.

If you have travel insurance with us, you’re covered for the deductible in the event of damage to the rental car you rent for holidays abroad. In the event of damage, it’s the rental company’s insurance that applies. Remember to check this carefully when you sign the rental agreement. The travel insurance can cover the deductible you have on the rental car if something should happen.

If you have experienced theft or a break-in in your car, you must do the following:

1. Report it to the police: Call the police on 02800 and report the case. If you are abroad, you can report it to the local police.
2. Report a claim to us: Do this before you repair any damage. If you have all the necessary documentation available when you contact us, we often manage to resolve the matter immediately.

How roadside assistance works:

1. Be safePosition the vehicle so that it does not create dangerous situations in the traffic. Use hazard lights and wear a hi-vis vest when getting out of the car to place the warning triangle on the road.
   
2. Order roadside assistanceOrder online roadside assistance or call (+47) 915 04818. It’s open 24 hours a day.
   
3. Save receiptsSave your receipts and documentation for any additional expenses you have incurred in connection with the car recovery.

Roadside assistance is included if you have limited comprehensive insurance, comprehensive or fully comprehensive, throughout the whole of Europe.

You can contact us in the event of any small or major problems you have along the way. For example, if you have a puncture, if you run out of fuel or power, have engine failure or drive off the road. You do not lose your no-claims bonus as a result of vehicle recovery.

The tow truck driver will try to fix your car on-site. If it’s not possible, they will transport the car to the nearest workshop we have an agreement with.

If the car needs to be taken to a workshop, you must report the damage to the vehicle as soon as possible.

You can apply for reimbursement of the cheapest transport home. Save your receipts.

There are many ways to damage the car. Therefore, it is important that you document the damage by noting what has happened, where it happened and when. Feel free to take pictures of the damage and the surroundings.

If there are more people involved, it’s a good idea to fill out the injury report form together. It can be crucial to clarify the responsibility. If you are involved in a car damage with another car where the other party is not present, leave your contact information or contact the owner with the help of Norwegian Public Roads Administration.

If you need roadside assistance, order it online or by calling (+47) 915 04818. It’s open 24 hours a day.

When you have all the necessary documentation, you can report a claim online for help.

Got a minor damage?
If you have a small scratch, stone chip or similar, you have as an insurance customer in DNB discount on repairs through MPS vehicle damage.

Yes, you don’t need to make changes to the car insurance to use the car to practice drive. This is because it is the person accompanying you who is considered the driver of the vehicle.

When you deregister your vehicle, your insurance will be automatically terminated if you have liability coverage. If you have comprehensive coverage,the insurance will be automatically transferred to a less expensive storage insurance. Storage insurance is a favourable insurance for vehicles that are not in use. Because even if it’s not in use, damage can occur. If you do not wish to have such an insurance policy, you can terminate your insurance policy yourself in the insurance overview you find in the mobile bank or by contacting us.

If you are going to use the vehicle again, you must register and insure it again.

Road traffic insurance tax is what was previously known as the road tax or annual fee. It is a national vehicle fee that is billed along with the price of your insurance.

When you scrap your vehicle, we are notified of this by the Norwegian Public Roads Administration. This will automatically terminate your insurance, so you don’t have to do anything about the insurance yourself.

If you have sold your car, the car insurance will automatically end when you, as the seller, provide a sales notice and the Norwegian Public Roads Administration registers a change of ownership of the car.

Travel insurance may cover costs and cancellation of trips for pregnant individuals and their families if serious and unexpected complications related to the pregnancy occur. The coverage is valid until week 36 of the pregnancy.

However, remember that if you are flying, you should always check with the airline to see if you are allowed to travel with them. Many airlines have rules for pregnant passengers, especially in the final weeks before the due date.

Remember that you can request a pre-evaluation of your health by contacting our partner SOS International at telephone +47 22 96 50 55 between 1 p.m. and 3 p.m. or by raising a case at their websites.

The European Health Insurance Card documents that you are entitled to cover necessary health care in another EEA country on the same terms as the country’s own citizens. If you are travelling in an EEA country or Switzerland, you should bring a European health insurance card.

The card is issued by Helfo and provides visible proof that you are entitled to medical treatment at hospitals or by doctors affiliated with the public healthcare system in the country you are in, on the same terms as the country's residents.

Remember to have travel insurance in order when you’re on the go. The healthcare services may vary from country to country, and you should not expect the same level of treatment as in Norway.

Order your health insurance card at helsenorge.no

The travel insurance does not cover expenses for accommodation, cancellation, transport, delays or other costs as a result of strikes. You must contact the company you made the purchase from for assistance if you are affected by a strike.

Strike in airlines

If there is a strike in the airline you are travelling with, flights may be cancelled or delayed. However, you still have a number of claims and rights you can claim against the airline. Contact the company you are travelling with and they will help you. You will also often receive a text message or information in another way that tells you what to do.

It is important that you do not cancel your trip yourself, as you are no longer entitled to a refund.

If the flight is cancelled you are entitled to food and accommodation if you need it, in addition to getting the money back or changing the itinerary to get to your destination.

If the flight is delayed more than 2 hours, you are entitled to food and accommodation if you need it. If the flight is delayed more than 5 hours, you are entitled to a refund if the delay means you cannot travel.

Did you know that with our travel insurance you can get lounge access during flight delays?

Travel insurance does not cover expenses related to cancelled or delayed flights.

If the airline cancels your flight, you still have certain rights with the company you booked your trip with. You are entitled to a full refund for the trip or the option to rebook the trip to a time that suits you. In addition, you may be entitled to compensation for financial losses, such as paid hotels, rental cars or tickets you cannot use. All claims must be directed to airlines or travel operators.

The travel insurance does not cover costs related to bankruptcy, such as cancellation of airline tickets, hotels, events or similar.

If you have booked a package holiday, you may be covered by the Travel Guarantee Fund.

You can apply for a refund if you have paid for the trip with your credit card.

If you lose your passport or have it stolen while you are travelling abroad, it’s important that you report this as soon as possible.

Start by reporting it to the local police. Remember to get a copy of the report or a receipt from the police. When your passport is reported lost or stolen, it’s not longer a valid travel document.

You must then contact the nearest Norwegian embassy or consulate to apply for a temporary travel document so you can travel back to Norway. The travel document is a kind of emergency passport and is also called a “laissez-passer”.

Find your nearest embassy

Damage to a rental car is covered by the insurance policy of the rental company. It is therefore important that you check this when you need to sign the rental contract. You often have to pay a deductible in case of damage. This deductible is covered by your travel insurance. Therefore, you do not need your own deductible insurance from the rental company, in case you are asked about it. The deductible insurance you have in your travel insurance also applies in Norway.

The insurance does not cover the rental car you have as a result of your own vehicle being in a workshop, in connection with moving or home delivery of goods, as well as a year-round leased vehicle, leasing vehicle or rented vehicle via a car pool.

If your luggage is delayed by more than 4 hours on your outward journey, you will receive a settlement payment. You can report the claim straight away or when you get home.

What you need to do if your luggage is delayed:

Report it at the airport

• Get confirmation that your luggage has been delayed – this is called a PIR report.
• Also, keep the baggage tag you received when you checked in.

Buy what you need

• You can buy clothes and toiletries if your luggage is delayed by more than four hours on your outward journey.
• You can spend up to NOK 5000 per person.
• Remember to keep hold of your receipts.

Report claim and get compensation

Report the claim for a settlement payment. You can also call us if you need practical and immediate help.

The travel insurance covers losses of luggage up to an unlimited overall sum. However, remember that there are specific limits for the amount covered for individual items.

To receive compensation for your luggage, the cause of the loss or damage could, for example, be due to:

• loss of or damage to check-in luggage
• theft
• robbery
• traffic accident
• fire
• natural damage

See additional limitations and reasons covered in the terms of your insurance.

If you become ill or injured on holidays abroad and need help, contact our 24-hour alarm centre SOS International online or calling +47 22 96 50 45.

They will help you find a doctor and a hospital, and take care of practical matters. It’s a good idea to save the number to your phone before you travel.

If you incur any other expenses related to your illness, keep hold of the receipts. These must be submitted together with the claim form.

If your flight is more than one hour delayed, you’ll get free access to the airport lounge or a pay-out, with our travel insurance. All you need to do is register your flight and name before you travel.

Contents insurance covers your things. If you have a detached house, duplex, or townhouse, you will be reimbursed for items in the garage.

If you live in an apartment, theft and vandalism in attic and basement storage rooms are covered.

If you have a shared garage, the items you have there will not be replaced.

The sum covered may vary depending on which insurance you have. Check your terms and conditions for what applies to your insurance.

If you have a water leak and water damage, it’s important to stop the water and save your belongings as quickly as possible.

If the house or cabin gets damaged as a result of a water leak, the building itself can be covered by your house or cabin insurance. This includes roofs, walls, floors and everything that is permanently mounted, such as a woodwork, fireplace, heat pump, kitchen fittings and hot water tank.

Damage to furniture and other household items will, however, be covered by your contents insurance.

Leakage from the roof

House and cabin insurance covers damage that occurs suddenly and unforeseen. Damage that occurs gradually due to lack of maintenance is considered damage that occurs over time and is therefore not covered by the insurance. To be covered against consequential damage caused by leaking roofs, you must have top coverage.

Water leakage

If there is a leak from a water pipe, you can stop the leakage by shutting off the water with the main stop valve. If you need help from a plumber to stop the water, you should get it as quickly as possible to limit the extent of the damage. You should also try to remove as much of the water as possible and move objects away or up from the water, to limit the damage.

Document and report a claim

It is helpful to make a list of damaged items and have receipts for any expenses related to the incident available. Keep items and documentation so they can be assessed when reporting the damage.

When you report a claim, you will receive assistance, and if needed, emergency help. You’ll get practical advice through the claim process. Do not start with repairs before you have reported it to us – you will get help when you make a claim.

How long it takes to determine what happens next depends on the damage. Minor damages are usually handled more quickly than major ones. If needed, an assessor or contractor will be sent to you.

If you live in an apartment and there is damage to the building, you must inform the board and the housing association's insurance company.

If there is not enough heat in a room or there is a cold draught, the water pipes can freeze. In the worst case, they crack. This can be avoided by keeping a bit of heat on in all rooms with water pipes, ensuring proper insulation to prevent cold drafts and chill, and shutting off the main water valve when you’re going away.

To defrost frozen pipes, you can try shutting off the main water valve and increasing the temperature in rooms with water pipes. You can also help with a hairdryer. Be careful and gentle, and keep a close watch when attempting to defrost frozen water pipes. Remember that there is a danger of fire in concentrated heating.

When the water starts to run, the pipe is thawed. Continue to let the water run for a while so that the rest of the ice in the pipe melts. Also check the pipe for leaks.

If you expect a flood, you can prevent damage by

• clearing furniture, barbecues and other loose items from the garden.
• move items off the floor in the home or garage if you think water may enter there.
• close doors and windows to the basement and ceiling – use sand bags to cover, if necessary.

You can see the flood warning for the entire country on varsom.no

The first thing you need to do if you are exposed to flood is to secure the accident site. Contact the emergency services, if necessary. Move items away from or above the water, turn off the circuit breakers to minimize the risk of electricity in the water, and keep people away from buildings that could collapse.

Report claim as soon as possible after the damage is discovered. You will get help and practical advice.

Home contents insurance covers damaged food in the freezer and refrigerator due to a sudden temperature change. If the freezer is damaged due to odor from the food, this may also be covered.

Waiting period means the same as waiting time or quarantine period. For example, it can be a waiting time from the purchased insurance until its validity, or the waiting time from the event of an injury occurring until the settlement is ready and paid.

The rules for waiting periods vary from insurance to insurance, and the length of waiting periods can vary.

Waiting period means the same as waiting time or quarantine period. For example, it can be a waiting time from the purchased insurance until its validity, or the waiting time from the event of an injury occurring until the settlement is ready and paid.

The rules for waiting periods vary from insurance to insurance, and the length of waiting periods can vary.

You will find the rules for waiting periods and when your insurance applies in your terms and conditions.

When driving a car, you should place your dog in a cage or use special harnesses for car use. A loose dog can distract the driver, create traffic hazards, and pose a danger in the event of a collision.

Remember that you must not leave the dog in the car – it quickly gets very hot and can cause overheating.

The deductible is what you have to pay yourself, when you use your insurance. The higher the deductible you choose when you buy the insurance, the cheaper the insurance will be.

You can choose the deductible yourself when you buy dog or cat insurance. You can find the deductible amount by logging in to the online and mobile bank and see your insurance.

If you are going to give away or sell your dog or cat, a new owner must buy their own insurance.