Recording of telephone conversations

We record and store telephone conversations with our customers for the purpose of documenting the discussions, and in order to provide you with the best possible service.  

We wish to be transparent about our call recording practices. On this website, you can find more information on how the recordings are used and what rights you have when your call has been recorded.  

This information is applicable to our private and business customers. If you are a representative of a large enterprise customer, you can contact us for more information. 

If you are a private customer or contacting the claims service for businesses

Purposes and legal basis for recordings 

We record all incoming and most of the outgoing calls. If an outgoing call is being recorded, you are informed about it either in the beginning of the call or in advance by SMS.  

How we may use the recordings depends on your individual consent choices, as explained below. 

All recordings can be used to verify what was agreed or what was promised to you during a call. This is important since these discussions may have a great impact on our customers and their legal protection. As an insurance company, we must also by law ensure that certain information is provided during the calls and the recordings can be used to verify that these requirements are met. Occasionally, the recordings can also be used for conflict resolution and insurance fraud detection. When a call recording is used for these documentation purposes, our legal basis for processing is legitimate interest (Article 6(1)(f) of the General Data Protection Regulation).  

In addition, we may ask for your consent to use the recording to improve our service quality. If you do not give your consent or if you withdraw your consent, the recording will not be used for this purpose. If you give your consent for this purpose, we can analyse the call further to find out how we could improve our operations. We can, for example, look for questions that are frequently asked during calls and analyse how we could better inform our customers about these topics. In addition, we can use the recordings to train our staff. For example, a supervisor can listen to the recording and give feedback to the agent. When a call recording is used to improve our service quality, our legal basis for processing is consent (Article 6(1)(a) of the General Data Protection Regulation). 

If you want to withdraw a consent you have given to us 

You can withdraw your consent at any time, after which we will no longer use the recording for purposes which require consent. Your withdrawal will not affect the lawfulness of the processing carried out before the consent was withdrawn. Further, we can still process the recording for the purposes that are not subject to consent, as explained above.  

You can withdraw your consent by writing to registerutdrag@if.se. 

Retention period 

Calls are stored in an audio format and/or as written transcriptions. 

All audio recordings and transcriptions are deleted after three years, unless there is an ongoing claim, dispute or similar for which the information is needed for longer. 

If you have given your consent to use the recording to improve our service quality, we will continue using the audio recording for this purpose for up to one year. To analyse long-term trends (such as topics coming up in the calls), we can continue to use a written transcript of the call for up to three years, after which the transcript is deleted. Your personal details such as your name, SSN, policy number and contact details are masked from written transcripts. 

If you are contacting customer service for businesses

Purposes and legal basis for recordings 

We record all incoming and most of the outgoing calls. If an outgoing call is being recorded, you are informed about it either in the beginning of the call or in advance by SMS.  

How we may use the recordings depends on your individual choices, as explained below. 

All recordings can be used to verify what was agreed or what was promised to you during a call. This is important since these discussions may have a great impact on our customers and their legal protection. As an insurance company, we must also by law ensure that certain information is provided during the calls and the recordings can be used to verify that these requirements are met. Occasionally, the recordings can also be used for conflict resolution and insurance fraud detection.  

In addition, we may use the recording to improve our service quality but we offer you an option to opt out of this use. If you do not use your right to opt out from this use, we can analyse the call further to find out how we could improve our operations. We can, for example, look for questions that are frequently asked during calls and analyse how we could better inform our customers about these topics. In addition, we can use the recordings to train our staff. For example, a supervisor can listen to the recording and give feedback to the agent. If there is sensitive data such as health data in the call, the recording will not be used for this purpose. 

Our legal basis for processing is legitimate interest (Article 6(1)(f) of the General Data Protection Regulation). 

You can use your opt-out right in the beginning of an incoming call, during any call by informing our agent or afterwards by writing to registerutdrag@if.se.  

Retention period 

Calls are stored in an audio format and/or as written transcriptions. 

All audio recordings and transcriptions are deleted after three years, unless there is an ongoing claim, dispute or similar for which the information is needed for longer. 

If you have not opted out from using the recording to improve our service quality, we will continue using the audio recording for this purpose for up to one year. To analyse long-term trends (such as topics coming up in the calls), we can continue to use a written transcript of the call for up to three years, after which the transcript is deleted. Your personal details such as your name, SSN, policy number and contact details are masked from written transcripts. 

You have the right to request access to or rectification or erasure of your personal data. You may also object to the processing of your personal data or ask for the processing of your personal data to be restricted. 

You can exercise these rights by writing to registerutdrag@if.se. 

If is subject to legislation applicable to insurance companies and financial institutions and is therefore obliged to store certain information about you for defined periods of time. It is therefore possible that some information cannot be deleted upon your request. 

You can find out more about your rights and our processing of personal data in our privacy notice.