The way many companies verify customer identity over the phone is showing its age. Questions about your address, birthdate, or previous bills once seemed like reasonable security measures. Today, they feel decidedly risky.
In an era where personal data leaks are rampant and artificial intelligence can clone voices with unsettling accuracy, traditional identity checks are losing credibility fast. A new Danish solution aims to change that.
Idura, a Danish identity verification company, is launching a system that shifts authentication away from conversation and directly into the smartphone. During a customer service call, a company can send an identity confirmation request through the user’s phone—verified through either MobilePay or MitID.
Why MobilePay Changes the Game
The choice to integrate MobilePay is strategic. The payment app is already used daily by millions of Danes, making adoption straightforward. More importantly, MobilePay can send push notifications directly to users’ phones, allowing them to verify their identity instantly during a call without fumbling to open an app manually.
This represents a significant advantage over MitID, which intentionally avoids push notifications for security reasons. MitID’s cautious approach prevents accidental approvals of sensitive actions, but it requires users to actively open the app and locate the approval themselves—a cumbersome process during a live customer service conversation.
Jeanette Hertzum, head of MobilePay, explains the rationale: “Millions of Danes use MobilePay every day because it’s simple and secure. We’re making MobilePay available for this identity verification service because it represents a trustworthy way to confirm who you are.”
Security That Criminals Cannot Crack
The real strength of this approach lies in its security architecture. According to Hertzum, the system is practically impervious to fraud: “The security in MobilePay is extremely high. It’s impossible for criminals to impersonate a MobilePay user without physical control of both the phone and the user themselves.”
This represents a dramatic security upgrade compared to traditional question-based verification, where publicly available or leaked information can be exploited. With this system, fraudsters would need direct access to the actual device—a far higher barrier to entry.
MitID Remains the Heavy Hitter
Despite MobilePay’s advantages in everyday interactions, this doesn’t mean the older system is being retired. For sensitive financial decisions—mortgage approvals, loan authorizations, or significant account changes—MitID remains the preferred solution. Its more formal, deliberate approval process provides the extra layer of security required for high-stakes transactions.
The new development essentially adds a middle ground: stronger protection for routine customer service calls without the full formality of major financial operations.
Expanding Beyond Denmark
Idura is optimistic about the technology’s potential in the Danish market. The system has already launched in Norway and builds on successful implementation in Sweden, where digital authentication during phone calls is now standard practice across banks, insurance companies, public agencies, and major customer service centers.
As digital fraud becomes increasingly sophisticated, this kind of innovation offers a practical path forward—leveraging tools that people already trust and use every day.
