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
12. Compliments and complaints
From 1 March 2021, the Independent Review Office (IRO) was established. One of the key roles of the IRO is to find solutions for people injured in a motor vehicle accident with complaints about management of their claim.
Prior to the IRO being established, SIRA undertook this function for injured people with a claim for a motor vehicle accident. SIRA continues to manage complaints relating to all other aspects of the scheme, including complaints from customers in relation to their CTP Greenslip.
SIRA closely monitors the compliments and complaints it receives about insurers, working closely with the IRO through a Memorandum of Understanding to ensure customers issues and complaints are addressed.
The data shown reflects the period of 1 October 2021 to 30 September 2022.
Compliments and complaints received directly by the insurers are not included in the data below.
- There were 768 complaints received about insurers in total.
- 705 were received by the IRO
- 63 by CTP Assist.
How many compliments and complaints about insurers were received?
IRO deals with complaints related to the management of claims. Using the ratio of IRO complaints per 100 open claims, the insurers’ performance can be compared. The base of this ratio is the number of open claims at the end of the reporting period.