CTP Insurer Claims Experience and Customer Feedback Comparison - Sept 2022
Chapters
Chapters
- Insurer comparison
- Why does SIRA publish insurer data
- How many claims did insurers accept?
- Why were claims declined?
- How long did it take to receive treatment and care benefits?
- How quickly have insurers paid income support to customers after motor accidents?
- What happened when customers disagreed with the insurer’s decision?
- Outcomes of determined internal reviews
- Internal review timeframes
- Internal review timeframes by dispute type
- Recovery through work measures
- Compliments and complaints
- Enforcement and Prosecutions (E&P)
- Glossary
1. Insurer comparison
SIRA provides information on how insurers perform to help people make meaningful comparisons between insurers when purchasing their Green Slip.
If you are injured on the road, this information can help you know what to expect from the insurer managing your claim.
Claim acceptance rates (statutory benefit claims)
The majority of claims are accepted in the NSW compulsory third party (CTP) scheme, however some insurers have a higher acceptance rate and are faster to accept a claim.
| AAMI | ALLIANZ | GIO | NRMA | QBE | YOUI |
|---|---|---|---|---|---|---|
Acceptance rate | 94.7% | 96.3% | 95.3% | 97.9% | 97.6% | 97.2% |
Average time in weeks for insurers to determine liability | 2.9 | 2.1 | 2.0 | 2.2 | 3.2 | 2.7 |
*An error was found in the initial data published for the acceptance rates and the average time for insurers to determine liability. The chart was updated on 22/03/2023 to reflect the correct data.
Timeliness of accessing benefits
Most people who are injured on the roads will access treatment and care before lodging their claim or within the first four weeks of their claim, regardless of the insurer.
However, some insurers are faster than others in commencing weekly payments.
| AAMI | ALLIANZ | GIO | NRMA | QBE | YOUI | |
|---|---|---|---|---|---|---|
Percentage of people injured receiving treatment and care before lodging their claim or within the first four weeks | 94% | 96% | 94% | 95% | 94% | 96% |
Percentage of people injured receiving weekly payments within four weeks of lodging their claim | 64% | 79% | 60% | 68% | 70% | 53% |
*An error was found in the initial data published for the timeliness of accessing benefits chart. The chart was updated on 22/03/2023 to reflect the correct data.
Return to work
Some insurers perform better than others at helping people who are injured recover and return to work sooner after their injury.
| AAMI | ALLIANZ | GIO | NRMA | QBE | YOUI | |
|---|---|---|---|---|---|---|---|
Percentage of earners who are at work at 26 weeks | 68% | 71% | 67% | 79% | 69% | 74% | |
*An error was found in the initial data published for the Return to work chart. The chart was updated on 22/03/2023 to reflect the correct data.
You can find more information on insurers’ performance in this report.