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CTP Insurer Claims Experience and Customer Feedback Comparison - December 2022

Chapters

Chapters

  1. Insurer comparison
  2. Why does SIRA publish insurer data
  3. How many claims did insurers accept?
  4. Why were claims declined?
  5. How long did it take to receive treatment and care benefits?
  6. How quickly have insurers paid income support to customers after motor accidents?
  7. What happened when customers disagreed with the insurer’s decision?
  8. Outcomes of determined internal reviews
  9. Internal review timeframes
  10. Internal review timeframes by dispute type
  11. Recovery through work measures
  12. Complaints
  13. Enforcement and Prosecutions (E&P)
  14. Glossary

4. Why were claims declined?

Insurers decline claims in certain circumstances under NSW legislation. The most common reasons for claim denial included:

  • late claim lodgement (more than 90 days after their accident),
  • the claim did not involve a motor vehicle accident.
  • the claim involved an uninsured, unregistered or unidentified vehicle.

Reasons why claims were declined

Totals 2022 vs 2021

Excludes claims which were declined because customers were covered by other scheme/insurer.

Included in the 'Other' category are: injury non-existent, or not covered under the legislation.