SIRA issues Letter of Censure to NRMA Insurance
22 December 2023
SIRA has issued a letter of censure to Insurance Australia Limited trading as NRMA Insurance (NRMAI) following delays in commencing weekly payments of statutory benefits in four CTP claims.
SIRA’s investigation found delays, contravening Section 3.23 and 10.7 of the Motor Accident Injuries Act 2017 and principles 4.5 and 4.6 of the Motor Accident Guidelines in four claims between 12 August 2021 to 19 March 2023. In doing so, NRMAI also breached clause 10 of its standard licence conditions.
NRMAI accepted the findings received in two Show Cause Notices from SIRA in May and July 2023. In response NRMAI further advised that they have undertaken appropriate remediation and performance management actions to address the performance of specific individuals in relation to compliance requirements.
SIRA recognises NRMAI’s actions to meet its obligations under the Act in regards to making timely weekly statutory benefits payments. In this instance SIRA considers a letter of censure to be appropriate and will continue to monitor performance. On-going non-compliance may result in additional actions such as civil penalties.