Motor accidents bulletin - September 2020

Indexation of Motor Accident Claims applies from 1 October 2020

Indexation of costs and fees will apply from 1 October 2020 for Motor Accident Claims.

Indexation of damages payable for non-economic and economic loss

The latest indexed adjustments to damages payable for non-economic and economic loss under the Motor Accidents Act 1988 and the Motor Accidents Compensation Act 1999 are now available and will apply from 1 October 2020.

Indexation of weekly statutory benefits

For 1 October 2020, the number to be used to vary weekly statutory benefits is 1.033.

Indexation of legal costs and medico-legal fees

The maximum costs for legal services and maximum fees for medico-legal services remain the same as the previous adjustment year due to negative inflation.

To view the maximum legal costs and medico-legal fees calculated for the period of 1 October 2020 to 30 September 2021, select ‘before 1 December 2017’ or ‘on or after 1 December 2017’ for the relevant CTP scheme.

CTP Insurer Claims Experience and Customer Feedback Comparison Report June 2020

The fourth issue of the CTP Insurer Claims Experience and Customer Feedback Comparison Report is now published on SIRA’s website.

This report compares insurers in the NSW CTP scheme on a range of evidence-based indicators which measures insurer performance over the course of an injured person’s claims journey. The data will make it easier for customers to make meaningful comparisons between insurers. People injured in motor accidents may also benefit from knowing what to expect from the insurer managing their claim.

The report includes the following measures:

  • The number of statutory benefits claims accepted by insurers
  • How quickly insurers pay statutory benefits
  • The outcome of claim decisions reviewed by insurers through the insurer’s internal review unit
  • The number and type of compliments and complaints about insurers
  • The number and type of issues escalated to SIRA’s Enforcement and Prosecutions team

Results are published each quarter (for that time period).

All the June 2020 (second quarter) data will be available on the CTP Open Data Portal shortly (from mid-October) which will include additional new metrics on Insurer Internal Review timeframes in the report.

'End of Life' guide available on the NSW Government website

When someone dies, there can be pressure to make big decisions quickly. The NSW Government now has a guide to help people make the decisions.

The 'End of Life' guide provides information on the below situations

It has recently been updated to include information about CTP’s Funeral Expenses and Compensation to Relatives, in the event of a death on the road.

Information on CTP Funeral Benefits is available on the SIRA website, including a PDF  CTP Funeral Benefits - PDF ( 2.1MB) outlining a range of details on how benefits can be covered.

Dispute Resolution Services DX 10 SYDNEY closing on 30 November 2020

From 1 December 2020:

  • Insurers and legal representatives will no longer be able to send correspondence to DRS via DX 10 SYDNEY
  • Any correspondence received via DX 10 SYDNEY will be returned to sender

In accordance with the Motor Accident Electronic Dispute Management System (EDMS) Online User Protocol:

  • Insurers are required to lodge, respond and communicate through the Insurer Portal
  • Legal representatives are required to lodge, respond and communicate through the Legal Portal when acting on behalf of an Insurer or a Claimant

Any general correspondence, not related to a dispute, should be sent via email to

Raising the bar on customer service: Customer Service Conduct Principles

SIRA released Customer Service Conduct Principles to strengthen insurance industry standards to better support injured people in times of need.

SIRA's goal is to ensure customers have a positive experience leading to better outcomes for their recovery, regardless of the insurer.

We will continue to advance transparency by measuring insurer performance and publishing the results.

Contact SIRA for support

For enquiries, help with claims, feedback, complaints or disputes with insurers or others please call 1300 656 919, 8:30am to 5:00pm, Monday to Friday or email:

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