NRMA Insurance censured for multiple delays in the CTP scheme

5 April 2023

SIRA has issued a letter of censure to Insurance Australia Limited trading as NRMA Insurance following investigations into delays in responding to requests for treatment, rehabilitation and attendant care in the motor accidents scheme.

SIRA’s investigations were into nine customer’s cases. It found delays when responding to treatment and surgery requests, customer requests for re-imbursement of treatment and care costs, payment of invoices to treatment providers, and responding to provider’s treatment recommendations.

SIRA’s investigation found the delays in each of the nine cases contravened section 1.3(2), section 10.7 of the Motor Accident Injuries Act 2017 and NRMA Insurance’s CTP insurer licence conditions.

On 29 November 2022, SIRA issued a show cause notice to NRMA Insurance, requesting a response to the investigation findings.

NRMA Insurance has confirmed acceptance of the findings.

SIRA has independently validated the remediation efforts of NRMA Insurance through its Treatment and Care Insurer Claims and Conduct Assurance Program.

After considering the results of the investigation and submissions by NRMA Insurance, SIRA decided the appropriate enforcement action in these cases was to issue a letter of censure.