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Claims disputes

The Claims Assessment and Resolution Service (CARS) can help if a claim for compensation following a motor vehicle accident has been made but the injured person and the insurer can’t agree on aspects of the claims process or compensation (eg the amount).

This information does not relate to permanent impairment or treatment disputes

CARS delivers independent dispute resolution services for accidents before 1 December 2017.

Either the injured person or the insurer can make an application to CARS for resolution of a dispute. Then the other party will have a chance to reply to that application.

This is general information only; everyone’s situation is different and can be complex. That's why we encourage you to call us on 1800 34 77 88 and we can talk you through which form best suits your needs.

Making an application to CARS

There are no fees for lodging an application with CARS.

You will need to fill out one of these application forms:

Replying to an application to CARS

After an application is made, the other party will have the chance to respond to the application and provide any additional information.

The other party should fill out one of these reply forms:

Send in your application or reply

You must send a copy of your completed application or reply form and all supporting information to us as well as the other party.

To send to us:

Claims Assessment and Resolution Service (CARS)
State Insurance Regulatory Authority
Level 19, 1 Oxford St,
Darlinghurst NSW 2010
Or DX 10 Sydney

What happens next?

The claims assessment process

After we receive your application or reply form we will review it and in most cases allocate it to a CARS claims assessor.

A CARS claims assessor is an independent lawyer and decision maker with expertise in assessing compensation and resolving disputes in motor accident claims.

After reviewing all of the information, the CARS claims assessor (may) ask you and the other party to take part in an assessment conference.

An assessment conference is a conference-style hearing, where your claim or dispute will be assessed by the claims assessor.

The claims assessor may ask you (and any witnesses) questions about your claim or your dispute.

The claims assessor will also review any additional information and documentation provided and discuss them with you and the insurer.

You may be asked to provide additional information if the claims assessor thinks it's necessary.

After the assessment conference is finished, the claims assessor will consider all the available documentation and make a determination.

The claims assessor will provide a certificate setting out the decision and the supporting reasons.  In most cases the certificate and reasons will be sent within three weeks after the assessment conference.

Everyone’s situation is different and the information above is general in nature.  We encourage you to contact us and we can talk you through any questions you might have. You can also read these fact sheets:

Further information

Find a claims assessor

Claims assessors are independent expert decision makers appointed to make impartial determinations of claims disputes.

The lists of claims assessors is available here.

Assessment locations

We hold assessment conferences at various locations and venues across Sydney, as well as in rural and regional NSW and even outside the state.

Click on this drop down for a list of approved locations

  • Albury
  • Armidale
  • Bathurst
  • Bega
  • Broken Hill
  • Byron Bay
  • Campbelltown
  • Canberra
  • Coffs Harbour
  • Cowra
  • Dubbo
  • Forbes
  • Forster
  • Glen Innes
  • Gosford
  • Goulburn
  • Griffith
  • Lismore
  • Lithgow
  • Maitland
  • Muswellbrook
  • Newcastle
  • Nowra
  • Orange
  • Penrith
  • Port Macquarie
  • Queanbeyan
  • Sydney *
  • Tamworth
  • Taree
  • Wagga Wagga
  • Wollongong
  • Young

* Sydney assessments are generally held at the SIRA offices at: level 21, 1 Oxford St Darlinghurst.

Assessments in rural or regional NSW are generally held in government offices or other suitable venues.

CARS Claims Assessors determine the location and venue of the assessment conference taking into account the views of the injured person and the insurer.

Administrative law challenges to decisions

Decisions made by CARS claims assessors are potentially subject to administrative law judicial review in the NSW Supreme Court. See administrative law challenges for more information.