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
6. How quickly have insurers paid income support to customers after motor accidents?
Some people need to take time off work after an accident. That is why it’s important for insurers to provide income support in the form of weekly payments to people while they are away from work. Over half of customers entitled to income support payments received it within the first month of lodging a claim, with the vast majority receiving the income support payments within 13 weeks.
The sooner the insurer receives the relevant information from the customer, the sooner the insurer can begin to pay income support payments.
Time it takes to receive income support (in weeks)
Of the total 9,372 accepted statutory benefits claims in the 2022 year 3,478 had payments for loss of income. For the 2021 year, of the total 10,048 accepted statutory benefits claims, 3,584 had payments for loss of income.