Digitalisation
Key to achieving this is a high degree of member-oriented digitalisation: Digital solutions allow faster case processing, better resource utilisation and more time for each member, which supports the provision of better member services. They also contribute to keeping costs down, and increased digitalisation thus helps PensionDanmark retain its position as the most cost-effective pension provider in the industry.
PensionDanmark’s member-oriented approach to digitalisation implies that:
- members and companies can carry out all processes and product adjustments digitally on pension.dk in flows that are closely coordinated with Member Services.
- robots function as digital PensionDanmark employees, performing a wide range of advisory and processing tasks that were previously handled by member and corporate advisers, nurses, social workers and other specialists.
- e-mail responses and the dialogue between the chatbot and members are handled by means of machine learning.
- all outgoing messages are personalised based on machine learning/AI and are sent out to relevant members through their preferred channels.
- Members and companies are guaranteed automatic and up-to-date training recommendations on our supplementary training site by means of machine learning based on master data, course history and industry association.
A number of PensionDanmark’s digital solutions, including our supplementary training site, are based on a data exchange collaboration with public authorities.
Data ethics
PensionDanmark’s core mission is to provide pensions and supplementary services in insurance, health/prevention, and supplementary education. We use a high degree of member-focused digitalization to ensure low administrative costs and high customer satisfaction. Access to relevant data is essential, and we continuously work on innovative solutions that benefit both our members and society. Respect for data is a fundamental principle for us, and we view data ethics as an integrated part of our innovation and development processes.
Transparent and clear information
PensionDanmark does not use collected data for individual pricing or member risk assessment. Our privacy policy is straightforward and transparent, and we only collect necessary data from external parties such as companies or authorities. Data sharing happens only with member permission or if legally required. We never sell data to third parties, and all employees sign confidentiality agreements and participate in regular e-learning on IT security and data protection.
Automation and advanced data use
New technologies and advanced data use, such as machine learning and AI, are only applied where they benefit members, for instance, by reducing processing time, freeing resources for more personalized member contact, targeted advice, and personalized user experiences through digital channels. We ensure models are explainable, free from bias and discrimination, and that data is used ethically.
Data security
PensionDanmark’s digital development emphasizes member data security. We comply with Danish and European data protection regulations and support both international and national industry recommendations. As the only financial company awarded D-mærket/D-seal for IT security and responsible data use, we follow its criteria, including annual board approval of data ethics considerations. Suppliers must meet our security requirements, and personal data is processed only within the EU or in countries with EU-approved protection standards.
Reporting and controls
PensionDanmark’s annual report includes an account of our policy and work on data ethics. Our data ethics efforts are annually audited based on D-mærket/D-seal criteria and by our data protection officer.