CTP Insurer Claims Experience and Customer Feedback Comparison - December 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
- Complaints
- Enforcement and Prosecutions (E&P)
- Glossary
12. 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 complaints it receives about insurers, working closely with the IRO through a Memorandum of Understanding to ensure customers issues and complaints are addressed.
Complaints received directly by the insurers are not included in the data below.
The data shown reflects the period of 1 January 2022 to 31 December 2022.
830 complaints received about insurers in total.
- 773 received by IRO
- 57 received by CTP Assist.
Insurer complaints
Year ending December 2022
Insurers | Number of Complaints | % Market Share of Complaints | % Market Share of Active Claims |
|---|---|---|---|
AAMI | 65 | 7.83% | 9.65% |
Allianz | 75 | 9.04% | 20.57% |
GIO | 148 | 17.83% | 15.48% |
NRMA | 363 | 43.73% | 30.50% |
QBE | 169 | 20.36% | 22.59% |
Youi | 10 | 1.20% | 1.21% |
Total | 830 | 100.00% | 100.00% |