Terms of Use

Terms of Use concerning Mandatum’s websites and electronic services (valid as of 1 January 2026)

1. General information on the terms of use

These terms of use (hereinafter “Terms of Use”) apply to users of Mandatum Group companies’ websites and electronic services (“Service”). In these Terms of Use, “Web Service” or “Web Services” shall mean an electronic service requiring authentication, including the mobile apps and desktop apps offered by Mandatum Group companies.

The users of Mandatum’s Service mentioned above are the customers of Mandatum Group companies (“Mandatum”). Mandatum offers its Web Services to the customers of Kaleva Mutual Insurance Company (“Kaleva”) insofar as Mandatum handles insurance matters on behalf of Kaleva.

Mandatum Services Ltd offers reward services to personnel funds, whereby the members of the personnel fund can be users of the Services. Representatives of corporate clients are users of the Services as referred to in these Terms of Use when they act on behalf of the company they represent.

The Mandatum Trader service is an investment service that is based on Saxo Bank A/S’s (“Saxo”) trading technology and which is offered by Mandatum Services Ltd as a tied agent to all Finnish investors. Mandatum Services Ltd identifies Mandatum Trader service users through the Web Service and forwards the identifying information to Saxo.

In addition, these Terms of Use can be applied to the online services of other Mandatum Group companies than those mentioned above. If these Terms of Use are applied to third-party services, the third party shall be explicitly named.

2. Acceptance of the Terms of Use

The user of the Services must carefully familiarise themself with these Terms of Use prior to using the Services. By using the Services, the user agrees to comply with these Terms of Use. The use of the Services is not permitted if the user of the Services does not accept the Terms of Use. When visiting the Web Service for the first time, the user of the Services approves the Terms of Use in force at any given time. Using the Service can take place using applicable data terminals connected through data connections such as desktop computers, laptops, tablets and smart phones. The Services made available for use on various data terminals can differ from one another in both content and functions. Mandatum’s websites (www.mandatum.fi, www.mandatumtrader.fi and www.mandatumam.com) provide advice related to the requirements for data terminals.

When using a third-party service provider, and when entering into a contract with such a provider, the user agrees to comply with the terms and instructions of both Mandatum and the service provider, if those services are offered in or through Mandatum’s Web Services.

The Terms of Use for the Web Service are not part of an insurance contract or another service contract in which the user or a person for whose benefit the contract has been made is a party. With respect to a service that is used in the Web Service, the terms of the insurance contract concerning the service in question and other contractual terms shall be primarily applied.

3. General information about the websites and Web Service

The following describes the various communication channels to which these Terms of Use apply. The user of the Services must note that Mandatum does not recommend sending personal data in messages that are sent through open networks, such as chat messages or unsecured email. The user of the Services must avoid writing sensitive information in open text fields also when using secured connections, except where a field is intended for the information in question, for instance in a claim application.

3.1 Websites

The websites provide information on the Mandatum Group companies and their services as well as the opportunity to provide feedback and contact the companies. The websites contain, among other things, additional information about the processing of personal data.

3.2 Web Service

The Web Service is a service package produced by Mandatum that makes it possible for the user of the Web Service to use the services as an authenticated private individual or as a representative of a corporation.

3.3 Mobile app

The table Contact channels and users in section 1 shows the applications through which the Services’ user can use the Services as a private individual or as a representative of a corporation on a tablet or smart phone. The user of the Services can begin using the mobile app if they have a valid web service agreement.

3.4 Chat messages

Mandatum offers chat communication through a number of electronic services. In the Web Service, user communication takes place following authentication. The identity of a person is not verified when they use the Services through open websites.

3.5 Devices, software and data connections

The user of the Services purchases, at their own expense, the data terminals, software, user IDs and data connections required for the use of the Web Service and the websites, and is responsible for their usage and maintenance costs, functionality and compatibility with the Web Service and the websites. Mandatum and the user of the Services are each responsible for the appropriate information security of their own data systems. The user of the Services must secure the data terminals, software and data connections they use against unauthorised use and prevent disclosure of the identification data for the Web Service or the data included in the Web Service.

Mandatum shall not be liable for damage resulting from data that is lost or altered in public data networks or the data network or data terminal used by the user of the Services. Mandatum reserves the right to interrupt the offering of Services if the data terminals, software or data connections used by the user of the Services cause a threat or disturbances to the functionality of Mandatum’s information systems or the security of the Web Services.

4. Special conditions for the websites

4.1 Availability of the websites

The websites are available to the extent offered by Mandatum at any given time. Mandatum does not guarantee the reliability or accuracy of the websites or uninterrupted or error-free access to the websites. Mandatum reserves the right to limit the use of the websites and to make changes to the websites.

4.2 Links to websites offered by a third party

Mandatum’s websites may contain links to pages owned or maintained by third parties. When accessing such websites, the user of the Services must read the possible terms of use and accept them before starting to use the sites. When transferring to a linked site, the user of the Services also accepts that the site is not managed by Mandatum and that Mandatum has no control over the content of the material created or published on this site. Mandatum is not liable for any of the material contained on third-party websites or for potential damage or harm caused by them.

The inclusion of a third-party link that is not related to Mandatum on Mandatum’s website does not in any way indicate that Mandatum holds an opinion on the products or services included on these sites.

5. Special conditions for the Web Service

5.1 Use of identifiers

Mandatum identifies a user when they use the Web Service at the addresses www.mandatum.fi and www.mandatumtrader.fi and in the mobile apps offered by Mandatum at any given time using identifiers approved by Mandatum. Biometric identifiers are also considered identifiers under these Terms of Use. The use of the identifiers corresponds to the traditional identification and authentication of the customer from a document establishing their identity.

The prerequisite for the use of the Web Service is that the user of the Services has the required user-specific banking identifiers or other identifiers approved by Mandatum.

If Mandatum offers applications for the use of the Web Service for a data terminal other than a computer, such as a smart phone or other mobile device, the user must use the method for logging in to the Web Service that has been approved by Mandatum. When a user first logs in to the mobile app, they must use the user ID created by Mandatum and create a password that meets Mandatum’s requirements. On devices approved by Mandatum, users can also enable biometric identification. Prior to biometric identification, the user shall approve the terms and conditions for biometric identification.

The user is responsible for all orders and messages that have been made or sent with the user’s identifiers. Identifiers provided in the manner required by the Web Service are considered equal to the user’s signature. All orders, such as applications, contracts, messages sent through the Web Service and other expressions of intent, that have been made in the Web Service are binding on the user and the party that the user represents.

The user commits to carefully storing the identifiers according to the instructions from the bank, Mandatum or another service provider that has issued the identifiers. The user of the Services is responsible for any use of the identifiers and actions and is bound to them, including any unauthorised use and actions, until the identifiers have been disabled by the bank, Mandatum or another service provider that issued them. The above also includes, among other things, situations where unauthorised use is due to a) the negligence of the user of the Service, b) neglect of these Terms of Use, c) other actions or inactions of the user of the Service, or situations where the user of the Service has neglected the obligation to immediately notify the service provider that issued the identifiers (e.g. the bank that issued the identifiers, another provider of the identifiers, or Mandatum) of the loss, unlawful possession, unauthorised use or suspicion related to the aforementioned circumstances of the Web Service identifiers.

If the user of the Services has reason to believe that the identifiers, the secret PIN code connected to them or a device has been lost or ended up in the hands of a third party, they must follow the instructions given by the service provider that issued the identifiers and by Mandatum. The service provider that issued the strong electronic identification means is responsible for disabling it.   

 The user of the Services can disable the mobile service identifiers issued by Mandatum in the Web Service’s “My account” page. Disabling the bank’s or other service provider’s identifiers does not automatically prevent the use of mobile service identifiers issued by Mandatum. The user of the Services can request the disabling of the identifiers issued by Mandatum by calling customer service during its opening hours.

The user of the Service is always liable in situations where they have disclosed the Web Service identifiers or a device that allows access to the Web Service to another person.

When using biometric identifiers, the identification of the user takes place on the user’s data terminal. The biometric identifier is not forwarded or saved on Mandatum’s systems, nor can Mandatum disable biometric identifiers on the user’s data terminal. The user is responsible for disabling the biometric identifier and for all the use and actions performed with it.

Mandatum recommends that users read Mandatum’s information security and cyber-security guidelines https://www.mandatum.fi/en/footer/information-security/ on Mandatum’s website and in the current mobile app.

The customer can communicate with Mandatum by post, email, telephone or through the Web Service. Mandatum never asks for personal identifiers, such as passcodes, social security numbers or online banking codes of the user of the Services by email. Mandatum also never sends emails that link directly to the log-in page of the Web Service, but instead instructs its customers to always access the Web Service from the company’s websites.

Customer service provides assistance in problem situations.  

5.2 Availability of the Web Service and service interruptions

The Web Service is available for the user of the Services on different data terminals to the extent offered by Mandatum at any given time.

The orders given by the user of the Services to Mandatum are executed in the order in which they are received. Any new orders connected to the same agreement, such as fund transfers for unit-linked insurance, cannot be executed before the previous order has been fully completed. Otherwise the execution of orders will follow the insurance- or service-related agreement terms.

Mandatum and third parties whose service Mandatum offers access to do not guarantee that the Web Services will be available to the user without interruption.

Mandatum reserves the right to restrict or interrupt the use of the Web Service for planned maintenance and repair operations without prior notice. Mandatum endeavours to report predictable maintenance breaks or other suspensions of service well in advance. Maintenance work carried out on systems can cause service interruptions, information about which is given in the Service. The use of the Service can, however, be temporarily unavailable due to a disturbance or other similar reason in which case Mandatum will endeavour to report the service disruptions as soon as possible.

Mandatum has the right to make changes to the service selection, extent of the services, data terminal requirements and contents. Mandatum shall announce any changes in the Web Service.

Mandatum has the right to interrupt its offering of the Web Service and leave an order placed with Mandatum unfulfilled, if:

• the user of the Services does not abide by the terms and conditions that apply to the Web Service,
• the user of the Services/the customer is subject to an international sanction or a national decision to freeze assets,
• the customer does not provide, despite Mandatum’s request, the customer due diligence information required by legislation,
• legislation or official regulations require it,
• the customer is subject to an adjustment of the debts of a private individual, bankruptcy, corporate restructuring, or is recorded in the Trade Register as no longer operating,
• the user of the Services dies, their legal capacity is limited or they are declared legally incompetent,
• there is reason to believe that the data terminals, software or data connections of the user of the Services endanger the Web Service’s security,
• the user of the Services has reported that unauthorised use has been made of their identifiers in the Web Services or that they have presumably ended up in the hands of a third party,
• a user of the Services/customer has withdrawn the authorisation they have granted to another,
• there is reason to believe that the Web Service is used for illegal activity or otherwise in a way that may cause damage or harm to the user of the Services, Mandatum or third parties, or
• an evident misstatement is related to the identification means.

Mandatum shall notify the user of the Service of any service interruption and failure to fulfil or process an order as soon as possible after having become aware of the interruption, if this is warranted in order to prevent or limit damage. A report is not made if making the report would endanger the reliability or security of the Web Service or if making it is prohibited by law.

The Web Service is available to the user until their access to the Web Service is prevented.

5.3 Communication with the user

Mandatum has the right to send messages to the user of the Services, when necessary, to the email address or mobile phone number provided by the user. A message sent by Mandatum is considered to have been received when the message has been delivered electronically or has been sent in another appropriate way.

Saxo’s notifications and messages are not forwarded to Mandatum’s Web Services; customers of Saxo’s trading platform should therefore monitor Saxo’s communications in accordance with Saxo’s instructions.

The confidentiality of messages sent through an open data network cannot be guaranteed. Mandatum shall not take responsibility for any damage caused by messages sent through an open network.

5.4 Responsibility for using the Services

The user is responsible for all activities that have been performed in the Web Service using their identifiers. The content of the activities performed and messages sent in the Web Service are considered to be the same as those that have been saved in the information system of Mandatum. If the information sent by the user is destroyed, the user must, on request, provide new information. Using all reasonable means possible, the user must ensure that the material sent does not contain malware and that it is not otherwise harmful.

The sending and arrival of an offer, response, notification or other message through the Web Service to the recipient is the responsibility of the sender. The time that an order, application or agreement is made and other transactions are verified with the help of the information system maintained and/or a telephone conversation recorded by Mandatum.

Mandatum is not responsible for any damage caused by errors or deficiencies in the identification or contact information given by the user of the Services or in the information related to actions taken in the Web Service, or for any damage that may have been caused to the user of the Services resulting from the loss or alteration of information in a data network.

5.5 Remarks and requirements concerning the service

If the user has any remarks about the Web Service, they must inform Mandatum thereof without delay and no later than 30 days from the time they noticed or should have noticed the basis for the remark. If the remark is not filed within this specified time limit, the user of the services is considered to have accepted the measure. The remark must be made with sufficient detail by sending a message through the Web Services or by calling Mandatum’s customer service.

This section concerns remarks about the Web Service. Any remarks regarding identifiers, for example their loss or use, including unauthorised use, must be made immediately.

5.6 Service prices

Mandatum has the right to determine a service fee or other corresponding fee for the Web Services by informing of the fee at least 30 days before it enters into force.

If the agreements or services that the user uses in the Web Service are subject to handling fees or other fees defined in the agreement terms, price lists or elsewhere, Mandatum has the right to choose to either collect the fees directly from the insurance savings or to invoice the customer, unless otherwise separately agreed. Third-party service providers are entitled to charge fees for the use of their services in accordance with the applicable terms and conditions.

5.7 Trader securities trading service

The user can access the Mandatum Trader service at the address www.mandatumtrader.fi, and in the Mandatum Trader mobile app or Mandatum Trader desktop app. The user of the Mandatum Trader service is identified when the user logs in to the Mandatum Trader service using identifiers approved by Mandatum (see section 5.1). The use of the trading platform of the Mandatum Trader service requires that the user has a contractual relationship with Saxo. When Mandatum has identified the user, they will be transferred to the Mandatum Trader service’s trading platform.

If the user has technical problems with the Mandatum Trader service, they should primarily contact the Mandatum Trader customer service.

The user accepts that Saxo is a third party in relation to Mandatum. Mandatum is not responsible for the services produced by Saxo, the trading platform or the activities of the service user. These Terms of Use apply to the Mandatum Trader service until the user has transferred to Saxo’s trading platform.

6. Mandatum’s liabilities

The information concerning the products or services presented on the websites or in the Web Service is a general representation and cannot be construed as a binding offer by Mandatum, or as investment advice or any other binding representation.

Mandatum is not liable for possible direct or indirect damage, loss of profit or interruption of business caused by the websites or the Web Services offered on the websites, services offered by third parties or an interruption of the services, even if the possibility of this kind of damage has been reported to Mandatum. Mandatum’s maximum liability is that enforced by peremptory norms of Finnish legislation. The user of the Service is responsible for the financial results of the investment operations.

Mandatum is not responsible for any inoperability of identifiers required by the Web Service or any other damage related to identifiers.

The websites and the Web Service are intended a) for legally competent private customers over the age of 18 permanently residing in Finland, b) for private individuals covered by Mandatum Services Ltd’s Reward Services, c) for corporate customers registered in Finland and (d) for customers of the Mandatum Trader service.

Due to restrictions concerning the Web Service’s market price information provided by third parties, access to any market price quotations in the Web Service is not available to persons or corporations residing or operating in Australia.

Insurance policies and the related investment baskets, products and services managed by Mandatum are not intended for United States residents or organisations operating there.

The market price quotations of investments displayed in monthly reports and other customer materials are only for the personal use of Mandatum’s customers as information regarding the performance of the insurance contract; they may not be distributed to third parties or used in connection with other investments. Mandatum’s customer is aware that the service providers used by Mandatum are, in this context, third parties that do not, in any situation, bear responsibility towards nor are they liable to pay indemnity to Mandatum’s customer. Mandatum is not responsible for the contents and availability of the services provided by such third parties or for the accuracy of the information it has provided.

Mandatum is not liable for damage caused by force majeure or other similar reason. This kind of force majeure could be, for example, a measure taken by authorities, terrorist attack, war, cyber-attack or a threat thereof, industrial action, general power failure or interruption in a data communication network, disturbance in the distribution of post, in automatic data processing, data transfer, other electronic communications or any other reason that unduly hinders Mandatum’s operations and over which Mandatum has no influence.

7. Processing of personal data and saving data

Mandatum is entitled to save data concerning the user’s contact with the Services and online transactions taking place on different data terminals in its data systems and process the data for, among other things, managing customer relationships, confirming online transactions, identifying the user of the Web Services, improving the Web Services and marketing the services.

Mandatum collects, processes and analyses data related to the Services’ use, traffic, events and other transactions.

The user of the Services bears the responsibility of having the right to disclose personal data through the Web Services to Mandatum if the user is using the Services on behalf of another person or corporate customer.

Should a user of the Services wish to send Mandatum a secure message or a message containing information concerning the customer relationship, Mandatum recommends sending the message through the Web Service or by post.

Mandatum can disclose the user’s data to other service providers if the user uses the services of the service provider in question and disclosure of the data is necessary for identifying the user, carrying out the service transaction or verifying it, or for verifying Mandatum’s liabilities.

Mandatum can, to the extent permitted by law, disclose information concerning a user to other organisations belonging to the Mandatum Group, or within the same financial and insurance conglomerate or financial group. In order to carry out its legal obligations concerning tax reporting, Mandatum can disclose necessary customer data on the user received for tax reporting, such as country of birth, nationality and general tax obligation, to companies belonging to the Mandatum Group and Kaleva and the personnel funds it manages. Mandatum’s right to disclose data applies to users who are customers of Mandatum Group companies or Kaleva and members of the personnel funds managed by Mandatum.

More information on personal data processing and the use of cookies is available on Mandatum’s website: https://www.mandatum.fi/en/footer/privacy/.

8. Intellectual property rights and the right to use the websites and Web Service

Mandatum shall grant the user of the Service a personal right to use the Web Service if the user commits to abide by the web service terms.

The websites and Web Services contain material that is covered by intellectual property rights. All rights that are not specifically granted to the user of the Services by these Terms of Use belong to Mandatum or third parties. Copying, transferring, linking, distributing, altering, or storing of the pages’ or Services’ content or parts of it in any form whatsoever, or utilising it in any way for commercial purposes, is prohibited without Mandatum’s prior written consent. Viewing the websites using a data terminal and printing are permitted only for personal use.

The distribution and publication of the contents of Mandatum’s websites are prohibited without separate written consent.

The use of press releases and other public documents for public transfer of information is permitted provided that the source of the information is mentioned. If the user of the Services downloads or copies information from the websites, they commit to not removing from the material any possible markings or identifiers that show the origin of the intellectual property rights, such as copyright markings.

9. Changing and transfer of the Terms of Use

Mandatum has the right to change these Terms of Use and the agreement concerning the Web Services, possible special conditions related to the services, the content of the services and the service selection.

Mandatum shall provide notification of the changed terms on its websites and in the Web Service at least 30 days before the entry into force of the new terms. The user of the Services is considered to have received notification from Mandatum at the latest on the seventh (7th) day from the day when the notification was made available to the user of the Services in the Web Service or on the websites.

The changed Terms of Use also apply to agreements entered into before the validity of these terms. The user of the Services is considered to have accepted a change if they use the Web Service or the websites after the change. If the user of the Services does not accept the changed terms, they cannot use the Web Service. Mandatum is entitled to transfer these Terms of Use and service terms and conditions to a company belonging to the Mandatum Group at any given time and to decide which services offered by a Mandatum Group company or third party are covered by the Terms of Use.

Mandatum is entitled to transfer Mandatum’s rights and obligations as specified in the Terms of Use to a third party. The customer is not entitled to transfer to a third party their rights or obligations as specified in the Terms of Use or contract without Mandatum’s approval.

10. Customer guidance and external legal remedies

For questions related to the services provided through the internet and the related terms and conditions, the user of the services should primarily contact Mandatum’s customer service.

Consumer customers can take any disputes concerning these terms to Consumer Disputes Board (KRIL, www.kuluttajariita.fi).

The European Commission also offers an Online Dispute Resolution forum, specifically intended for consumers living in another EU country, at the address http://ec.europa.eu/consumers/odr.

11. Applicable law and venue

These Terms of Use are governed by Finnish law.

Possible disputes shall be resolved in the Helsinki District Court. The consumer is also entitled to institute legal proceedings in the district court of their domicile in Finland.

If there is a conflict between different language versions, the Terms of Use and service-related information in the Finnish language will be applied.

12. Details of the companies providing services

Mandatum Life Insurance Company Limited

Business ID: 0641130-2
Registered office: Helsinki, Finland
Street address: Bulevardi 56, 00120 Helsinki
Postal address: P.O. Box 627, FI-00101 Helsinki, Finland

Kaleva Mutual Insurance Company

Business ID: 0200628-9
Registered office: Helsinki, Finland
Street address: Bulevardi 56, 00120 Helsinki
Postal address: P.O. Box 347, FI-00101 Helsinki, Finland

Mandatum Services Ltd

Business ID: 2614680-9
Registered office: Helsinki, Finland
Street address: Bulevardi 56, 00120 Helsinki
Postal address: P.O. Box 1210, FI-00101 Helsinki, Finland

Mandatum Asset Management Ltd

Business ID 2608438-8
Registered office: Helsinki, Finland
Street address: Bulevardi 56, 00120 Helsinki
Postal address: P.O. Box 1221, FI-00101 Helsinki, Finland

Previous terms of use available here