First steps

Emergency – Call SOS International

• If a serious illness or accident occurs, we recommend calling SOS International's emergency service at +45 70 10 50 50. SOS International provides services such as giving advice, communicating with medical facilities and relatives, and assisting with repatriation if needed. You can also report an emergency electronically to SOS to avoid waiting on the phone.
  Report an emergency to SOS International
  Learn more about SOS International emergency services
• Emergencies include serious illnesses and injuries that require hospitalization or medical testing. When this occurs, you should contact SOS International.

Minor Illnesses or Injuries While Traveling Abroad

• For minor illnesses or injuries, it is usually easiest to pay for medical services directly and keep all receipts for medical, pharmaceutical, and hospital-related costs.
• Examples of minor illnesses are: colds, fevers, stomach bugs. Minor injuries are for example small cuts requiring stitches.
• You can use the SOS International service portal to find the nearest medical facility based on your location.
• After your trip, you can report the claim here: Make a claim.
• You must submit original receipts, certificates, medical records, and travel documents (e.g., tickets/booking confirmations) for processing.
• Note that there may be a deductible in your travel medical insurance.

Required Documents for Claim Submission

• Flight ticket or travel documents
• Medical documents, e.g., doctor's certificate or treatment records
• Receipts for incurred expenses
• Police report, if applicable

What If I Must Cancel My Trip?

• If you're unable to take a planned trip, you may be eligible for a refund of prepaid travel costs.
• Start by notifying the travel agency or vendor and checking whether you are eligible for a refund. Then submit the claim to us with the following:
• • Flight ticket or travel documents
  • Booking confirmation from travel agency or vendor
  • Receipts for travel and accommodation expenses
  • Medical certificate for illness or injury
  • Any other relevant documents
• You can check your deductible in My Sjóvá, on your insurance overview, or under the trip cancellation certificate in your Travel Protection.
• Note that many people have travel insurance through their credit card. Check with your bank to see what travel insurance is included, as coverage varies by card provider.
• • See information on Íslandsbanki's website
  • See information on Arion's website (in Icelandic)
  • See information on Landsbankinn's website (in Icelandic)

What If Personal Items Are Lost or Stolen?

• Report any theft or robbery immediately to the local police and, if possible, to the tour guide.
• Make sure to obtain copies of police reports and any other relevant documents, as they are required for your claim.

What If Luggage Is Damaged or Lost at the Airport?

• If your luggage is damaged or lost, fill out a PIR (Property Irregularity Report) form at the airport. A copy of the completed PIR form must be included when reporting the claim.
• We recommend reporting the claim as soon as possible.
• The following documents must be included when you report the claim:
• • Flight ticket and travel documents
  • Confirmation from the airport (completed PIR form)
  • A list and value of the items damaged/lost
  • Receipts for out-of-pocket expenses (only valid for the outbound trip)
  • Police report if theft or robbery occurred

What If There Is a Travel Delay?

• If your trip is delayed due to strikes, adverse weather conditions, or mechanical failure that causes you to arrive late at your destination, you may be entitled to compensation under the travel insurance included with your credit card.
• We recommend checking with your bank to see what travel insurance is included with your card, as coverage varies depending on which insurance company provides the service.
• • See information on Íslandsbanki's website
  • See information on Arion's website (in Icelandic)
  • See information on Landsbankinn's website (in Icelandic)

What If Damage Occurs to a Rental Car Abroad?

• If you experience damage to a rental car while traveling abroad, we recommend contacting the insurance provider associated with your credit card, as rental car insurance may be included.
• You can find detailed information about the travel insurance that comes with your card on your bank’s website:
• • See information on Íslandsbanki's website
  • See information on Arion's website (in Icelandic)
  • See information on Landsbankinn's website (in Icelandic)

Emergency - call 112 immediately

• If someone is injured.
• If vehicles are damaged, undriveable, or pose a danger.
• If there is suspicion that traffic laws have been violated, e.g., speeding or drunk driving.

First Steps After a Vehicle Accident

• Check whether everyone is safe
• If someone is injured, call 112 immediately
• Prioritize your safety and the safety of others at the scene
• Turn on your vehicle’s hazard lights
• If possible, take photos of the accident scene before moving the vehicles
• Collect the names and phone numbers of any witnesses
• Report the damage to us.

How Do I Report the Damage?

• We recommend that you report the damage as soon as possible—ideally at the scene of the incident.
  Report the damage here
• In the case of a dispute, we recommend calling Aðstoð og öryggi at 578 9090 (open weekdays from 8:00–18:00). Outside those hours, you can contact the police in case of disputes.
• It’s helpful to have digital copies of receipts and any supporting documents needed for the claim. A well-completed claim form speeds up processing.
• You can also upload photos with the claim, which can help us handle the case more efficiently.

What Happens After I Report the Damage?

• Once the damage has been reported, we review the claim and assess liability. Most cases are resolved quickly, and customers typically receive a decision within two working days.
• In some cases, we may need additional information from you or documents/confirmation from the driver of the other vehicle if it involved a two-car collision. We will request any missing documents. Once we have everything, we’ll inform you of the outcome and the next steps.
• If the vehicle was towed from the accident scene, we will inspect it and contact you regarding the next steps. If you haven’t heard from us within two working days after the incident, please contact us at 440 2000 or through the online chat, and we’ll go over it with you.
• If the vehicle is drivable, the first step is to take it to a workshop for a damage assessment.
  See our recommended workshop list here.
• If you would prefer a payout rather than having the vehicle repaired, inform the workshop. We’ll then contact you once we receive the damage assessment.
• If the car is to be repaired, we will send the repair approval to the workshop, and they will contact you to schedule the repair.
• If the damage assessment shows that it’s not cost-effective to repair the vehicle, we will contact you regarding a buyout offer.

Am I Entitled to Compensation or a Rental Car While My Car Is Being Repaired?

• If you are involved in a claim covered by comprehensive collision insurance (Kaskó) and are a Stofn customer, you are entitled to compensation for loss of use or an A-class rental car for up to 7 days, provided the vehicle is at a repair shop or is undriveable.
• If you are in a collision where the other driver is insured with us, you may also be entitled to compensation for loss of use or a rental car if your vehicle is undriveable or undergoing repairs.
• Compensation is based on a normal repair time, usually 3–5 days. If repairs take longer, please contact us to review your case.
• We cannot guarantee payment for loss of use or a rental car until the claim has been submitted and liability determined.
• You can check your Stofn membership status on My Sjóvá.

What Is My Deductible?

• You can view your deductible information on your insurance certificate in My Sjóvá.

Was Anyone Injured in the Collision?

• If someone was injured, it’s not enough to simply check a box on the damage report—you must also submit a separate injury claim. You can find more information on how to report injuries under "Illness and Injury" above.

My Vehicle Was Towed – Where Is It?

• When a vehicle is too damaged to be driven from the scene, it is usually towed to Krókur, located at Vesturhraun 2, Garðabær.
• If the accident occurred outside the capital area, the vehicle is taken by the nearest towing service provider. Feel free to contact us at 440 2000 or via online chat for more information.
• If your vehicle was taken to Krókur, we will inspect it there and contact you after receiving the claim and assessing liability.
• If you haven’t heard from us within two business days after submitting your claim, don’t hesitate to get in touch to check the status.
• Please note that if the police or Aðstoð og Öryggi responded to the scene, it may take a few working days for us to receive the damage report from them.

First Response to Property Damage

• It is important to try to prevent further damage, such as turning off the main water supply in the event of a leak. However, always prioritize your own safety and the safety of others.
• If immediate action is needed, contact us via online chat or by phone at 440 2000.
  Outside business hours, you can reach our emergency claims service at 440 2424 if urgent response is required.
• If it's a true emergency and the situation is critical, call 112.

How Do I Report the Damage?

• We recommend reporting the damage as soon as possible.
  Report the damage here

I Can’t Register the Damage – What Could Be the Issue?

• Check whether you’ve entered the correct policyholder. In apartment buildings, property insurance is often registered to the ID number of the homeowners’ association, which may even be insured with a different company.
• If you're unable to register the damage, contact us via online chat, call 440 2000, or email us at tjonaskodun@sjova.is, and we’ll assist you.

What Documents Do I Need to Submit?

• It is important for us to have a clear description of the event. It is also good to send photos showing the damage (the source of the damage, close-ups of the damage, wide shots of the affected area).
• Please include your email address and phone number in the claim. If your bank account details are not already on file, provide them so we can issue payment if the claim is approved.

What Are the Next Steps?

• Once the damage is reported, the claim is reviewed by our claims department. You will receive an email outlining the next steps.
• If an inspection is needed, we’ll contact you to arrange one. This may involve a video call using our remote assessment tool Innsýn, or a visit to the property.
  Learn more about Innsýn here

What Is My Deductible?

• You can find your deductible amount on your insurance certificate in My Sjóvá.

First Steps in the Event of Damage

• If urgent action is needed, you can contact us at 440 2000 or call our 24/7 emergency claims service at 400 2424.
• If there is suspicion of burglary, vandalism, or another criminal act, call 112 immediately.

How Do I Report the Damage?

• We recommend reporting the damage as soon as possible.
  Report the damage here

What Documents Do I Need to Submit?

• In most cases, the following documents are required:
• • Receipt or proof of purchase for the damaged item. If you don’t have one, you may be able to request a copy from the store or seller.
  • Photos – In some cases, we will need pictures of the damaged items.
• If more documents or information are needed, we will contact you.

What Are the Next Steps?

• Once the damage is reported, your claim will be reviewed by our claims department.
  You will receive an email outlining the next steps.
• Our goal is to respond no later than the next business day after we receive your claim.

How Are Compensation Amounts Calculated?

• In most cases, compensation is based on the cost of a new or similar item to the one that was damaged. However, depreciation and the policy’s deductible are taken into account.
• Depreciation rules can be found in the terms and conditions of your insurance, such as Family Protection or Smart Insurance. Your deductible is listed on your insurance certificate in My Sjóvá.

First Response

• Property Damage: Take immediate action to prevent further damage, if possible. See more under Property Damage above.
• Traffic Accident: Check if everyone is safe and ensure that the vehicle doesn’t pose a danger before taking further steps. See more under Collisions and Vehicle Damage above.

How Do I Report a Claim?

• We recommend reporting the claim as soon as possible.
  Report a claim here

How Do I Report a Workplace Accident?

• The employer must report workplace accidents to Sjúkratryggingar Íslands (Icelandic Health Insurance) and Vinnueftirlitið (Administration of Occupational Safety and Health).
• If the accident is serious, it must also be reported to the police and Vinnueftirlitið, and a site investigation must be conducted within 24 hours.
  See more about workplace accident procedures here.

How Do I Report Damage to Employees’ Personal Belongings During Work?

• The business, institution, or municipality must have Workman’s Compensation Insurance for this to be eligible.
• Report personal item damage under Home Contents and Personal Belongings in the claims process.
• The person reporting must log in with their own ID and enter the company’s or institution’s ID number as the policyholder.

How Do I Report a Business Liability Insurance Claim?

• The company, institution, or municipality must have Commercial Liability Insurance.
• The person reporting must provide the ID number of the insured party and contact details for both the reporter and the insured.

How Do I Report a Cargo Claim?

• The company, institution, or municipality must have Cargo Insurance.
• The person reporting logs in with their own electronic ID and enters the company’s ID number as the policyholder.

First Response to Damage

• It's important to try to prevent further damage, for example by turning off the water supply in case of a leak. However, always prioritize your own safety and the safety of others.
• If immediate action is needed, contact us during business hours at 440 2000. Outside business hours, call our emergency claims line at 440 2424.

How to Report the Claim

• We recommend that you report the damage as soon as possible.
  Report the claim here
• During the claim process, you can look up the homeowners' association by ID number (kennitala) or property address.

What Are the Next Steps?

• Once the claim is submitted, it goes into processing with our claims department. We will send you an email outlining the next steps.
• If an on-site inspection is needed, we’ll contact you to schedule it. This might involve a visit to the property or a video call using our remote inspection tool, Innsýn
  Learn more about Innsýn here