THE SHORT ANSWER
First, make the refusal understandable. Start with the decision: what has the insurer refused, which clause does it rely on and what does it consider missing? A misunderstanding, an exclusion and a disagreement about value are different questions.
You can ask the insurer to reconsider. If you still disagree, an external board may be an option, but the right route and deadline depend on the case. Keep the dates from the beginning. [1][2]
Keep these points in mind
- Ask for a written decision with the relevant clause.
- Explain what you want changed and why.
- Check the deadline for each review route.
STEP BY STEP
How to check your cover
Read the reason for the decision
Ask for the decision in writing if you have only been told by phone. Ask the insurer to identify which part of the claim it refuses and which version of the terms it used. Check that the policy letter and terms apply to the relevant period.
Make a short list: which events do you agree on, where do your accounts differ and what evidence has the insurer actually seen? This makes it easier to ask a clear question without retelling everything.
[1]Request reconsideration and state the change you want
Write that you are requesting reconsideration. Include the case number, decision date and what you want changed. Connect each objection to a fact, document or clause. Ask which further evidence the insurer needs if something is missing.
Send new relevant documents to the insurer first. Ask who will handle the review and how you will receive acknowledgement. An internal complaints officer, customer ombudsman or review board may be available, but arrangements differ between insurers.
[1][4]Check which external board can consider the case
ARN, the National Board for Consumer Disputes, considers many consumer insurance disputes, but not all. Cases requiring medical expertise or falling within certain other insurance boards' remit are excluded. ARN also excludes some group contracts; who took out the insurance matters.
PFN can consider a compensation dispute about, for example, sickness or accident insurance when an insurance medical assessment is needed. The insurer must participate in the scheme and first give its final position after reconsideration. This board's review is free.
[2][4]Write down deadlines and costs
ARN normally requires an application within one year of your first complaint to the insurer, an insurance dispute worth at least 3 000 kr, and an application fee of 150 kr. There is a specific two-month rule for prolonged internal reviews; check that its conditions apply before relying on it.
PFN's rules also specify one year from the complaint, with possible exceptions for special reasons. Check each board's current rules and act promptly. Continuing correspondence does not in itself mean that every deadline is paused.
[2][3][5]
- Something happens
- Limit the damageAs far as you can
- Report it to the insurerPolice report for theft
- The insurer assesses and decidesAsk for the decision in writing
- A review, or ARNIf you disagree
Reconsideration and legal limitation periods are different
An insurer's internal review, an application to a board and court proceedings do not share a single final date. Ask the insurer for the information applying to your decision and check the board's rules separately.
The Swedish Insurance Contracts Act contains separate limitation rules. For non-life insurance, it distinguishes when entitlement to cover arises, when the claim is made and the insurer's final position. Do not treat a board's one-year rule as a complete explanation of your right to bring court proceedings.
[6][2]Separate valuation from the question of cover
If the insurer accepts the event but gives the item a lower value, ask for the calculation. Check age, condition, comparable items, the excess and the valuation table used. The original purchase price is not automatically today's compensation.
Explain which part you dispute. A bank statement may support a purchase but does not, by itself, establish how an age deduction should be calculated. Keep evidence of ownership and value separate from your argument about the clause's meaning.
[7]Use Forsio to find the clause again
You can bring your insurance documents together in My Forsio. Claim check helps you read relevant terms based on your description. Compare the source reference with the insurer's explanation and ask it to clarify if you are using different facts or versions of the terms.
Claim check is not a reconsideration process, and Forsio does not represent you in a dispute. You send a complaint to the appropriate recipient yourself. The insurer decides compensation; a Claim check result does not change the decision or monitor your deadlines.
Fictional example
Missing evidence, not a new promise
Kim receives a refusal questioning ownership of a stolen bicycle. A purchase agreement was not included in the claim.
- Reason for the decision
- Ownership has not been established
- Additional evidence
- Purchase agreement and payment record
- Next step
- Ask the insurer to reconsider
The insurer can assess the new evidence. The example says nothing about the outcome or whether the other conditions are met.
Common questions
Can I always take the case to ARN?
No. Check that the type of dispute, amount and timing meet its requirements. ARN excludes cases requiring medical expertise and certain group insurance contracts, among others. Konsumenternas can explain the available review routes. [2]
Does Forsio take over my complaint?
No. Forsio helps you read and organise the evidence. You decide whether to complain and send it yourself. Check the deadlines even while working with your documents in Claim check.
MY FORSIO
Find the clause behind the question.
Bring your insurance documents together in My Forsio and read the sources in Claim check. Free for individuals. The insurer decides compensation.
Sources and references
Sources checked
This guide explains general principles of Swedish insurance. Your policy schedule and terms set out what applies to you.
- Konsumenternas: Complaints and reconsideration in an insurance case
- ARN: Insurance disputes, value threshold, timing and exclusions
- ARN: Checking the requirements and application fee
- PFN: Cases considered and how to apply
- PFN: Rules, time limit and participating insurers
- Swedish Parliament: Insurance Contracts Act, Chapter 7, section 4
- Konsumenternas: Valuing belongings and compensation