229 Days Processing Without Notice — Breach of Insurance Act §§ 24-25 and Good Practice
9/10229 Days of Silence: Processing Time (EN)
What Happened
Gjensidige Case 4 (asbestos) was filed on May 21, 2025. Gjensidige did not make a decision until January 5, 2026 — 229 days later. Throughout this entire period, the Claimant received no information about the delay, no status updates, and no explanation.
Timeline
| Date | Event | Days |
|---|---|---|
| May 21, 2025 | Claim filed | Day 0 |
| June 2025 | Sedgwick assessor inspection | ~Day 30 |
| July 2025 | Mandate changed (retroactively) | ~Day 45 |
| Aug–Dec 2025 | No communication | Day 90–220 |
| Jan 5, 2026 | Rejection received | Day 229 |
What the Law Says
The Danish Insurance Contracts Act (FAL) § 24 establishes that the insurer must pay the insurance benefit no later than 14 days after having been able to obtain the necessary information. This provision sets a concrete payment deadline and presupposes active case processing.
FAL § 25 imposes a guidance obligation on the insurer: The insurer must within 3 months of the claim provide the insured with written notice of the case progress and expected processing time.
The Executive Order on Good Practice for Insurance Distributors § 4 requires the insurer to act honestly, fairly and professionally in accordance with the customer's best interest.
Good insurance practice requires the insurer to: - Promptly acknowledge receipt of a claim - Inform about expected processing time - Provide ongoing status updates during delays - Communicate the reason for any delays
What Gjensidige Did — and Didn't Do
Gjensidige: - Sent no status update for 229 days - Did not inform about the delay - Gave no explanation for the extraordinary processing time - Made a decision without warning it was coming
Perspective
229 days is more than 7 months of silence. During that period, the Claimant did not know whether the case was being processed, forgotten, or actively sabotaged. This uncertainty is itself a burden — and it is imposed deliberately, as Gjensidige has no technical limitation preventing them from sending a status email.
For comparison: The Danish Insurance Complaints Board typically processes complaints within 3-6 months — and that involves a formal hearing of both parties.