Sometimes people injured on our roads need additional help and advice in managing their claim. New support and dispute services will address these needs.
The community and stakeholders agree that the way of resolving CTP issues and disputes needs to be made simpler and faster, while retaining the right to have decisions independently reviewed.
We will provide support services to help people with making a claim such as filling out forms, and advice around getting a decision reviewed.
If the injured person can’t agree with the insurer
People receiving benefits defined by law (new scheme) will need a fast and ready means of resolving disputes compared to those waiting for a common law claim lump sum payment.
A new Dispute Resolution Service and disputes model will be established.
Insurers will be required to develop an internal review process. This will be at arms-length from the original decision makers, and will be the first step for people with a concern about an insurer’s decision.
If the matter is not resolved through this initial process, the injured person can seek help from an independent Dispute Resolution Service within SIRA.
We expect that the vast majority of disputes will be resolved by this stage. For any remaining disputes, it will be possible to apply to court for a determination.