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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

9. Internal review timeframes

The insurers internal review team must assess the claim within legislated timeframes.

The data shows the performance of each insurer in meeting those timeframes.

This is a measure of insurer internal reviews completed within 28 days of being requested because the maximum time an insurer has to complete an internal review is 28 days where further information is received. This chart is not a measure of overall compliance with legislated timeframes which is shorter than 28 days on most claims. SIRA uses the longer timeframe to measure insurer performance with internal review decision-making overall.

Internal reviews completed by timeframe (%)

Note: the time taken to review an internal review is sourced from data provided by each insurer.