Sustainable claims handling

Sustainable spend classification methodology

As an insurance company, one of our biggest impacts is associated with our claims handling processes. Hence, we seek to make our claims handling processes as sustainable as possible. To support this, we have developed a methodology for sustainable spend classification.

To increase the claims spend that we classify as sustainable, we are continuously intensifying the use of the claims handling methods that historically have proven to be more sustainable. Also, we are collaborating with with suppliers and partners to continuously introduce new claims handling initiatives that enable us to implement more sustainable claims handling methods.

Our target is to increase our claims spend classified as sustainable by 80% in 2024 compared to 2020. Hence, 30% of our claims spend is to be classified as sustainable in 2024, meaning we are to almost double the share of our spend classified as sustainable compared to 2020.

Sustainable spend classification methodology

To support our target, we have developed a methodology for sustainable spend classification.

The evaluation of sustainable spend is based on three different dimensions. Each supplier is evaluated in terms of the suppliers (1) sustainability compliance, (2) sustainability performance and (3) the sustainable claims handling initiatives they perform. For the first two dimensions, the supplier receives a score. According to the score a set percentage amount of spend is classified as sustainable. For the last dimension, the amount paid (i.e. spend) for the claims handling action that is defined as sustainable is classified as sustainable spend. The classified sustainable spend is accumulated across all dimensions.


Tryg has taken measures to verify its sustain­able spend classification methodology. We will continue to seek dialogue and collaboration with industry peers to further align the reporting methods used in relation to more sustainable claims handling.

Review opinion from an external sustainability professional

"Tryg has developed and implemented a systematic and documented method for identifying and reporting on Sustainable Claims Handling.

The sustainable part of Tryg’s total claims handling is identified and calculated based on each supplier’s degree of ESG compliance, sustainability performance and the sustainable claims handling activities performed.

The method’s basic approach to sustainability is broad, and includes optimizations for e.g. resource consumptions, waste amounts, damage impact reductions, materials recycling, GHG emission reductions, social objectives and the like. This means that the method addresses all main parts of sustainability topics for a commercial enterprise.

Tryg’s overall method consists of a number of relevant elements; including a supplier code of conduct, a supplier rating model, supplier self-assessments, a set of supplier performance KPIs, training of relevant Tryg colleagues, communication and cooperation with Tryg’s suppliers, an incentive structure aimed at suppliers, as well as an IT solution ensuring efficient work processes and valid data. The method is designed as a graduated model, which means that it is relevant and feasible for both small and large suppliers.

At an aggregated and overall level I have had the opportunity to review Tryg’s method for Sustainable Claims Handling. It is my review opinion, that Tryg’s method is both thorough, business relevant, sustainability- and societal-supportive, well-documented and well-implemented. This opinion is based on comparisons to similar methods applied by other major Nordic enterprises, and on my overall evaluation of what is needed and relevant to Tryg."

January 2022, senior CSR advisor Lars Konggaard, CSR-rå