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
5. How long did it take to receive treatment and care benefits?
Insurers cover initial medical expenses for most people before they lodge a formal claim. This is when customers access treatment and care services after notifying the insurer, but before lodging a formal claim.
69% of injured people received ‘pre-claim support’ in the 2022 year, with a further 26% accessing treatment and care services within the first month after lodging a claim. During the 2021 year, 72% of injured people received ‘pre-claim support’ with a further 23% accessing treatment and care within the first month of lodging a claim.
Time it takes to receive treatment and care benefits (in weeks)
Of the total 9,764 accepted statutory benefits claims in the 2022 year, 8,074 had treatment and care services. For the 2021 year, of the total 9,078 accepted statutory benefits claims, 7,692 had treatment and care services.