For individuals and their families

Note: If you do not have all details on hand, you can still submit your application and the insurer will contact you for more information. You can also add more information as it becomes available.

Details of the crash

When lodging a claim, the more details you provide, the better. Immediately after the crash, try to record:

• names, addresses, phone numbers and licence details of any drivers involved in the crash
• make, model and number plate of any cars involved in the crash
• contact details of witnesses
• time, date and exact location of the crash, including the nearest cross streets
• whether police and/or ambulance services attended the crash scene
• if you’re able to, photograph the crash scene, including specific locations, to support your claim.

Police event number

You will need a police event number to lodge a CTP claim. You can contact the Police Assistance Line on 13 14 44 for this information.

Details of injuries, medical certificate and treatment receipts

You will need a Certificate of Fitness to lodge a CTP claim. You can obtain this from a General Practitioner (GP), preferably using the SIRA Certificate of Fitness form.

You may be able to claim ambulance service and public hospital treatment costs as part of a CTP claim.

Remember to keep all receipts related to your medical treatment.

Proof of earnings

Provide proof of earnings, such as pay slips, from before and after the crash.

If you are injured, notify the insurer of the at-fault vehicle.

If you don't know who the insurer is, use our online CTP 'Connect with the Insurer' tool or call SIRA's CTP Assist service on 1300 656 919.

The insurer can approve payment of some medical expenses even if you do not proceed to a claim.

CTP Assist can also guide you through the potential claims process.

There are 3 ways you can lodge your claim:

1. Contact the insurer most at fault so you can lodge your claim directly with them.
2. Claim though Service NSW using your MyServiceNSW Account. Ensure you add ‘Motor accident injury claims (CTP insurance) service’ under ‘My Services’.
3. Email or post your completed Application for Personal Injury Benefits form using registered post for tracking. Please include documents or information that to help the insurer to assess the claim, including your Certificate of Fitness, medical receipts and proof of earnings.

Insurer contacts you

The insurer will reach out within 3 days of claim lodgment to confirm receipt of your claims application and outline the next steps, including how to access medical treatment. They will also provide a claim number and their contact details.

Timeframes

Within 4 weeks after lodging your claim the insurer must provide a liability decision which will inform you of their decision about your entitlement to treatment and care and loss of income. If you are entitled to weekly payments for loss of income, the insurer will commence payments within 10 working days.

If the insurer denies the claim, they will provide the reason/s and information on how to seek a review.

If you disagree with the insurer’s decision, you have 28 days after receiving notice of the decision to request an internal review by the insurer. Another person within the insurer, not involved in the original investigation, will be asked to review the claim and provide a decision.

If you are not satisfied with this decision, you can make an application to the Personal Injury Commission for an independent review.

CTP Legal Advisory Service

The CTP scheme provides funding for legal costs for certain dispute types when a matter proceeds to the Personal Injury Commission. In some instances where these costs are not covered, SIRA provides injured people access to funded legal advice through the CTP Legal Advisory Service.

Contact CTP Assist on 1300 656 919 to confirm your eligibility and arrange a telephone-based consultation between you and a lawyer from the service. CTP Assist can also arrange for an interpreter for you, if required.