Prepared for the Expected - ready for the Unexpected
While the summer season in Norway largely unfolded as anticipated, the major fire in Drammen put the Oslo alarm centre's ability to scale operations rapidly and provide insurers with a clear overview of the situation to the test
From a broader perspective, summer 2026 progressed as expected for the Oslo alarm centre. Activity levels followed forecasts, and both Norwegian motorists travelling abroad and international visitors in Norway contributed to a steady flow of cases throughout the season.
However, one incident stood out.
When the Fire Struck Drammen
On the evening of 17 July, the city of Drammen was hit by a devastating fire. Within hours, more than 100 homes were destroyed as dry conditions, strong winds and closely built houses on a hillside allowed the flames to spread rapidly.
As the fire broke out outside normal business hours, the alarm centre quickly became an important point of contact for many of the affected residents.
"When people lose their homes from one moment to the next, it is about more than claims handling. It is also about providing reassurance, creating clarity and helping them take the next steps," says Carina Cecilia Dalquist Valbøll, Head of Operations at the Oslo alarm centre.
SOS Veihjelp operates the 24/7 claims helpline for home and contents insurance on behalf of several Norwegian insurance companies, and throughout the weekend the alarm centre received a high volume of enquiries related to the fire.
Maintaining an Overview During the Crisis
To ensure that insurance companies had a continuous overview of the situation, regular reporting procedures were established. Clients received status updates twice a day, including information on case volumes and developments as the situation evolved.
Experience gained from previous crisis situations, including the Gjerdrum landslide in 2020, enabled the organisation to adapt quickly to the extraordinary circumstances.
Preparations Put to the Test
The major fire also served as a test of the initiatives implemented to strengthen planning and resource utilisation across the Nordic organisation.
A new Nordic Workforce Management set-up has made it easier to plan seasonal staffing based on anticipated activity patterns, while a new approach to shift planning and staffing throughout the day has increased operational flexibility.
"This summer confirmed that we have the right tools and processes in place. We were able to manage a season that developed largely as expected while also adapting quickly when a serious incident required additional resources and attention," says Carina Cecilia Dalquist Valbøll.