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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

8. Outcomes of determined internal reviews

Of the total 5,977 determined internal reviews in the 2022 year, 79% had the initial claim decision upheld. In the 2021 year, 78% determined internal reviews had the decision upheld.

Note: The figures are rounded to the nearest whole percentage.

Outcomes of determined internal reviews by insurer (%)

Numbers are represented as a percentage.

Legend for pie charts. Blue = decision upheld, orange = decision changed in favour of person, green = decision changed in favour of insurer

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

Includes: injury non-existent, or not covered under the legislation.