QBE censured for failure in timely determination of treatment requests
22 May 2023
SIRA has issued a letter of censure to QBE Insurance (Australia) Limited (QBE) following investigations into delays in responding to requests for treatment, rehabilitation and attendant care in the motor accidents scheme.
SIRA’s investigations involved 3 customer’s cases in which it found delays in responding to surgery requests within the required timeframes.
The investigations found the delays and failures to comply with requirements in each of the three cases, contravened sections 1.3(2) and section 10.7 of the Motor Accident Injuries Act 2017 and QBE’s CTP insurer licence conditions.
On 10 November 2022, SIRA issued a show cause notice to QBE for each claim, requesting a response to the investigation findings.
QBE responded on 17 November 2022, confirming acceptance of the proposed findings.
After considering the results of the investigation, QBE’s regulatory compliance history in relation to treatment and care obligations including the imposition of special licence conditions, SIRA decided the appropriate enforcement action in these cases was to issue a letter of censure.
Further information
- SIRA letter of censure to QBE Insurance dated 18 April 2023 pursuant of sections 1.3(2) and section 10.7 of the Motor Accident Injuries Act 2017 and QBE’s CTP insurer licence conditions.