Sustaina­bility in Claims Services

One of our main opportunities for impact in sustainability lies in prevention. By preventing damage, we help reduce waste that might otherwise occur.

In the event of damage, we do everything within our power to minimize its extent. We offer a 24/7 claims watch, allowing customers to contact us anytime for swift and effective guidance on limiting the damage, whether through on-site advice, over the phone, or via our remote assessment solution, InSight.

By reporting a claim on Sjóvá.is, customers save themselves a trip to our branch, significantly reducing driving. We have focused on making the claims process simple and user-friendly, and the proportion of customers reporting claims online at Sjóvá.is has increased significantly in recent years.

We use the remote assessment solution InSight to evaluate various types of property damage. Through this solution, our claims assessor can review the damage and surroundings on-site via the customer’s smart device. This approach reduces driving for both our assessors and customers.

Using InSight has significantly reduced our carbon footprint in recent years, saving, for example, 42,000 km of assessor travel in 2023 alone.

Some damages cannot be assessed remotely, making it necessary for our claims assessors to visit the site. To reduce the environmental impact of these visits, our assessors drive electric vehicles, as all Sjóvá vehicles have been fully electric since 2023.

We prioritize repairing items when possible rather than replacing them. Key to this approach is open communication with customers to ensure they understand the many benefits of repairs.

We have made a strong effort to repair windshields damaged by stone chips and have launched a campaign with our partners nationwide to promote this. By applying a windshield patch to the damage, we increase the chances of a successful repair. Replacing a windshield releases 24,000 times more carbon dioxide than repairing it, making repair the far more sustainable option.

We also require that our workshop partners check for available used parts when repairing vehicles.

We have set goals to increase the share of windshield repairs and the use of used parts, with progress reported in our annual and sustainability reports.

Our customers are entitled to compensation while their vehicle is being repaired after a loss. They can choose between receiving a cash payment for the days the car is in the workshop or using a rental car.

In recent years, we have focused on promoting the cash payment option, as many people can manage without a car during the repair period, making a rental car unnecessary.

We have set a goal to increase the percentage of customers choosing the cash payment option, with results reported in our annual report.

We seek ways to extend the life of damaged items, such as those with minor cosmetic damage but full functional value. We may offer these items to our customers to continue using them or pass them on to others who can benefit.

Some items can’t be reused in their original form but can be repurposed, for instance, by creating something new from parts of them.

In recent years, we have collaborated with Fjölsmiðjan, a non-profit organization that operates a vocational training and production center for young people aged 16-24. At Fjölsmiðjan, damaged items are refurbished and used for teaching and training. Additionally, we have supplied furniture to families in cooperation with refugee housing representatives and have donated items to various charities for further use.

We ensure that items that can no longer be used are disposed of in the most responsible way possible. Our staff are committed to finding good uses for items whenever possible, and to properly sorting and disposing of those that must be discarded in a responsible and sustainable manner.