Goodwill payment
A goodwill payment (in Danish, kulance) is when an insurer chooses to pay out or otherwise accommodate you even though the terms don’t oblige it to. It is usually done to protect the customer relationship, for example when a loss falls just outside the cover. A goodwill payment doesn’t entitle you to similar payments in future.
Examples
A customer reports a loss a few days after the deadline. The insurer covers it anyway as a goodwill payment.