CTP Insurer Claims Experience and Customer Feedback Comparison - September 2023

SIRA provides information on how insurers perform to help people make meaningful comparisons between insurers when purchasing their Green Slip.

If you are injured on the road, this information can help you know what to expect from the insurer managing your claim.

The data show reflects the period of 1 October 2022 – 30 September 2023.

On this page

1. Insurer comparison overview

2. Worker participation

3. Customer experience

Overview

Income support

Percentage of claims accepted for statutory benefits

Average time for injured people to receive their first income support payments from date of claim lodgement in weeks.

Treatment and care

Percentage of people injured to receive treatment and care within four weeks of claim.

^{Includes % of people injured receiving treatment and care prior to lodgement.}

Internal review

Percentage of internal reviews within 28 days.

Work participation

Percentage of people who are working at 26 weeks after the date of accident.

People who are entitled to weekly benefits.

_{*Insurance Australia Limited (trading as NRMA Insurance), has reported data quality issues relevant to the accuracy and completeness of return to work data provided to the State Insurance Regulatory Authority (SIRA). SIRA relies upon the accuracy of this data to report publicly on Compulsory Third Party (CTP) insurer performance in the NSW CTP Scheme. In response, SIRA will cease publishing return to work data metrics for NRMAI until such time SIRA is satisfied consistent data submissions meet the necessary quality assurance requirements.}

Scheme working rate at 26 weeks after the date of accident.

Customer experience

Complaints received by insurers