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
2. Why does SIRA publish insurer data
As part of its regulatory oversight, SIRA closely monitors insurers’ performance through data-gathering and analysis. SIRA holds insurers accountable by being transparent with this data, enabling scheme stakeholders and the wider public to have informed discussions about the performance of the industry.
Additionally, access to insurers’ data helps customers make meaningful comparisons between insurers when purchasing CTP insurance. People injured in motor accidents may also benefit from knowing what to expect from the insurer managing their claim.
In this report, SIRA compares five key indicators of customer experience across the six CTP insurers in NSW: AAMI, Allianz, GIO, NRMA, QBE and Youi. Youi joined the scheme from 1 December 2020.
Measures
The following indicators measure insurer performance over the course of a claim journey:
- the number of statutory benefits claims accepted by insurers
- how quickly insurers pay statutory benefits
- the outcome and time taken to review claim decisions by insurers through the insurers internal review unit
- the recovery through work measures
- the number of compliments and complaints received about insurers
- the number and type of issues considered for enforcement and prosecution action
Disputes raised within the scheme are handled by the Personal Injury Commission.
Time periods
This issue of the report presents data for the first three measures above, over two time periods:
- 1 January 2021 to 31 December 2021
- 1 January 2022 to 31 December 2022
The other measures are presented as per the periods described in the respective sections of the report.
The CTP Insurer Claims Experience and Customer Feedback Comparison results are published each quarter. Generally, these results and the indicators measuring insurer performance remain relatively stable quarter to quarter.