CTP Insurer Claims Experience and Customer Feedback Comparison - State Insurance Regulatory Authority (SIRA)
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
CTP Insurer Claims
Experience and
Customer Feedback
Comparison
30 September 2020
State Insurance
Regulatory
Authority (SIRA)
1Why does SIRA publish insurer data?
As part of its regulatory oversight, SIRA monitors insurers’ performance through data-gathering and
analysis. SIRA helps to hold insurers accountable by being transparent with this data, enabling scheme
stakeholders and the wider public to have informed discussions about the performance of the industry.
Additionally, access to insurers’ data will help customers make meaningful comparisons between insurers
when purchasing CTP insurance. People injured in motor accidents may also beneft from knowing what
to expect from the insurer managing their claim.
In this report, SIRA compares six key indicators of customer experience across the fve CTP insurers in
NSW: AAMI, Allianz, GIO, NRMA and QBE.
The following evidence-based indicators measure insurer performance over the course of a
claim journey:
• the number of statutory benefts claims accepted by insurers
• how quickly insurers pay statutory benefts
• the outcome and time taken to review claim decisions by insurers through the insurers internal
review unit
• the number and outcome of claims referred to the Dispute Resolution Service
• the number and type of compliments and complaints received by SIRA about insurers
• the number and type of issues escalated to SIRA’s Enforcement and Prosecutions team.
This issue of the report presents data for the frst 3 measures above, over two time periods:
1 October 2018 - 30 September 2019 and 1 October 2019 - 30 September 2020. The report refers to these
periods as years 2019 and 2020. The other measures are presented as per the periods described in the
respective sections of the report.
The CTP Insurer Claims Experience and Customer Feedback Comparison results are published each
quarter. Future publications will beneft as SIRA continues to improve and expand its data collection and
reporting capability.
2How many claims* did insurers accept?
Insurers accepted most claims from injured people and their families. Over 98% of claims were
accepted in both 2019 and 2020. More detail on the rejected claims is provided on the following page.
CHART 1: Claims* acceptance rates (%)
% Accepted % Declined Total claims
accepted
2020
AAMI
98.0% 2.0% 832
2019 99.4% 0.6% 955
ALLIANZ
2020 97.5% 2.5% 1,924
2019 98.2% 1.8% 2,050
2020 97.7% 2.3% 1,682
GIO
2019 99.4% 0.6% 2,018
2020
NRMA
98.0% 2.0% 3,079
2019 97.4% 2.6% 3,557
2020 99.7% 0.3% 2,418
QBE
2019 99.8% 0.2% 2,582
2020
TOTAL
98.3% 1.7% 9,935
2019 98.6% 1.4% 11,162
0% 20% 40% 60% 80% 100%
* Statutory benefts claims.
3Why 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 related to a serious driving ofence.
1.7% of claims were declined by insurers in 2020, compared with 1.4% in the 2019 year.
There were 9,935 total claims accepted in 2020, down from 11,162 in 2019.
CHART 2: Reasons why claims* were declined
Year ending 30 September 2020
AAMI ALLIANZ GIO NRMA QBE
2 3 2 3
2 3
1 2 13 2
6
1 9
22 4
21
5 36
4 7 5
5
3 13
Rejected claims: 17 Rejected claims: 49 Rejected claims: 39 Rejected claims: 62 Rejected claims: 7
Year ending 30 September 2019
AAMI ALLIANZ GIO NRMA QBE
1 1 9
1 5
11 14 2 2
46
5 7 6
4
5 20 16 1 1
Rejected claims: 6 Rejected claims: 37 Rejected claims: 13 Rejected claims: 95 Rejected claims: 6
Totals 2020 vs 2019
TOTAL 2020 TOTAL 2019 Late claim (lodged >90 days after accident)
12 11
Insufcient information provided to insurer
19 15
Claim did not involve a motor vehicle accident
12
17 71
90 Claim involved an uninsured, unregistered or
26 unidentifed vehicle
26
10 22 Claim related to a serious driving ofence
Rejected claims: 174 Rejected claims: 157 Other**
* Excludes claims which were declined because customers were covered by other scheme/insurer.
** Includes: injury non-existent, or not covered under the legislation.
4How long did it take to receive
treatment and care benefts?
Receiving treatment immediately after an accident is critical for making a full recovery. That is why
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.
74% of injured people received ‘pre-claim support’ in 2020, with a further 21% accessing treatment and
care services within the frst month after lodging a claim. This result is an improvement on 2019, where
73% of customers accessed treatment and care benefts prior to formally lodging a claim.
CHART 3: Time it takes to receive treatment and care benefts (in weeks)
Before Lodgement 0-4 weeks 5-13 weeks 14-26 weeks
Claims*
2020 66% 29% 5% 711
AAMI
2019 65% 27% 7% 1% 756
16.8%
ALLIANZ
2020 79% 17% 4% 1,678
2019 78% 18% 4% 1,732
2020 67% 27% 5% 1% 1,402
GIO
2019 64% 27% 8% 1% 1,516
2020 76% 19% 4% 1% 2,571
NRMA
2019 78% 17% 4% 1% 2,889
2020 76% 19% 4% 1% 1,951
QBE
2019 72% 23% 4% 1% 2,044
2020 74% 21% 4% 1% 8,313
TOTAL
2019 73% 21% 5% 1% 8,937
0% 20% 40% 60% 80% 100%
Some insurers cover expenses faster than others. Among the fve insurers, Allianz had the highest
proportion of pre-claim treatment and care support.
*Of the total 9,935 accepted statutory benefts claims in 2020, 8,313 had treatment and care services. For 2019, of the total 11,162 accepted
statutory benefts claims, 8,937 had treatment and care services.
5How quickly did insurers pay income support
to customers after motor accidents?
Some people need to take time of work after an accident. That is why it’s important for insurers to
provide income support in the form of weekly payments to people while they are away from work.
Half of customers entitled to income support payments received it within the frst month of lodging a
claim, with the vast majority receiving the income support payments within 13 weeks.
The sooner the insurer receives the relevant information from the customer, the sooner the insurer can
begin to pay income support payments.
CHART 4: Time it takes to receive income support (in weeks)
0-4 weeks 5-13 weeks 14-26 weeks 27-52 weeks
Claims*
2020 58% 35% 6% 1% 323
AAMI
2019 41% 48% 9% 2% 278
16.8%5.2
ALLIANZ
2020 68% 26% 5% 1% 693
2019 63% 30% 5% 2% 723
6.7
2020 53% 40% 7% 555
GIO
2019 42% 51% 6% 1% 639
5
2020 50% 42% 6% 2% 1,047
NRMA
2019 44% 46% 9% 1% 1,065
4
2020 42% 47% 9% 2% 711
QBE
2019 45% 44% 10% 1% 787
5
2020 53% 39% 7% 1% 3,329
TOTAL
2019 48% 43% 8% 1% 3,492
0% 20% 40% 60% 80% 100%
Some insurers begin paying income support faster than others. Among the fve insurers, Allianz had
the highest proportion of customers who received income support within the frst month of lodging
a claim.
*Of the total 9,935 accepted statutory benefts claims in 2020, 3,329 had payments for loss of income. For 2019, of the total 11,162 accepted
statutory benefts claims, 3,492 had payments for loss of income.
6What happened when customers disagreed
with the insurer’s decision?
Customers who disagree with the insurer’s decision can ask for a review. The decision will be
reconsidered by the insurer’s internal review team, who did not take part in making the original
decision. Insurers accepted most applications for internal reviews. However, some applications were
declined because:
• the request was submitted late and the customer did not respond to requests for reasons why it
was submitted late, or
• the insurer determined it did not have the jurisdiction to conduct an internal review of that decision.
Customers sometimes also withdraw their application for an internal review.
CHART 5: Internal reviews by insurers and status (%)
Year ending 30 September 2020
AAMI 256 ALLIANZ 437 GIO 465 NRMA 512 QBE 560
3 8 14 2 11 4 6 8 7
9 6 9
14 10
75 77
86 84 76
Internal reviews per 100,000 Green Slips*
AAMI 51 Allianz 45 GIO 50 NRMA 27 QBE 38
Year ending 30 September 2019
AAMI 233 ALLIANZ 342 GIO 446 NRMA 548 QBE 328
2 10 12 2 9 3 8 3
17 5 20
6
32 33
56 56
71
80 84
Internal reviews per 100,000 Green Slips*
AAMI 51 Allianz 36 GIO 46 NRMA 29 QBE 23
Totals 2020 vs 2019 Internal reviews to accepted claims ratio
TOTAL 2020 TOTAL 2019 2020 2019
32
4 7 2 10
28
9
17 24
20
16
71 % Withdrawn 12
80
% In Progress 8
Total 2,230 Total 1,897 4
% Determined
Internal reviews per 100,000 Green Slips*
0
2020: 39 2019: 33 % Declined AAMI Allianz GIO NRMA QBE
*The number of internal review requests received by insurers depends on how many customers they have. Insurers with more customers are
more likely to receive a greater number of internal review requests. By measuring insurer internal reviews per 100,000 Green Slips sold, the
regulator can compare insurers’ performance regardless of how many customers they have. 7Outcomes of resolved internal reviews
Of the total 1,778 resolved internal reviews in 2020, 76% had the initial claim decision upheld. In 2019,
71% resolved internal reviews had the decision upheld.
CHART 6: Outcomes of resolved internal review by review type (%)
% Decision overturned - in favour of claimant % Decision overturned - in favour of insurer % Decision upheld
Internal reviews
Amount of
payments
2020 46% 11% 43% 150
Weekly
2019 52% 8% 40% 101
person mostly
2020 28% 72% 166
Is injured
at fault?
2019 24% 76% 108
2020 9% 91% 717
Minor
Injury
2019 15% 85% 642
Other review
2020 27% 1% 72% 333
types
2019 39% 1% 60% 210
Treatment &
Care R&N
2020 29% 2% 69% 412
2019 42% 1% 57% 287
2020 22% 2% 76% 1,778
Total
2019 28% 1% 71% 1,348
0% 20% 40% 60% 80% 100%
Note: Figures are rounded to the nearest whole percentage
CHART 6B: Outcomes of resolved internal reviews by insurer %
Year ending 30 September 2020
% Decision overturned - in favour of claimant % Decision overturned - in favour of insurer % Decision upheld
AAMI 191 ALLIANZ 375 GIO 359 NRMA 429 QBE 424
3 1 2 2
17 18 19
25
27
74 71
80 80 81
Year ending 30 September 2019
AAMI 131 ALLIANZ 273 GIO 248 NRMA 464 QBE 232
1 1 1 1
23 23 28
29 32
70 67
72
76 76
8Internal 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.
CHART 7: Internal reviews completed by timeframe %
% Within timeframe % Outside timeframe
2020 43% 57%
AAMI
2019 34% 66%
ALLIANZ
2020 99% 1%
2019 100%
2020 36% 64%
GIO
2019 30% 70%
2020 75% 25%
NRMA
2019 29% 71%
2020 98% 2%
QBE
2019 99% 1%
2020 72% 28%
TOTAL
2019 55% 45%
0% 20% 40% 60% 80% 100%
Allianz and QBE have consistently completed their internal review claims within the allowable
timeframes. In response to SIRA’s regulatory action, NRMA have improved their review processing
times in 2020. Regulatory review of both AAMI and GIO is continuing.
Note: The time taken to review an internal review is sourced from data provided by each insurer
9Internal review timeframes by dispute type
There are three types of internal reviews:
1. Merit review (eg the amount of weekly benefts)
2. Medical assessment (eg permanent impairment, minor injury or treatment and care)
3. Miscellaneous claims assessment (eg whether the claimant was mostly at fault).
For most internal reviews, the insurer must provide their internal review decision within 14 days
of receiving the request for internal review. However, there are some medical assessment and
miscellaneous claims assessment matters where this timeframe is extended to 21 days.
The maximum timeframe for all internal reviews is 28 days if further information is required.
CHART 7B: Internal review duration shown by dispute type and timeframe (days)
2020 2019 14 days timeframe
50
45
40
35
30
25
20
15
10
5
0
AAMI ALLIANZ GIO NRMA QBE AAMI ALLIANZ GIO NRMA QBE AAMI ALLIANZ GIO NRMA QBE
Medical assessment Merit review Miscellaneous claims assessment
2020 2019 21 days timeframe
50
45
40
35
30
25
20
15
10
5
0
AAMI ALLIANZ GIO NRMA QBE AAMI ALLIANZ GIO NRMA QBE
Medical assessment Miscellaneous claims assessment
10What if customers still disagreed with the
reviewed decision by the insurer?
If the customer continues to disagree with the insurer about their claim after the insurer internal review,
customers may apply to the Dispute Resolution Service (DRS) for an independent determination of the
dispute. Most applications require an internal review by the insurer prior to applying to DRS.
DRS can assist in resolving disputes in one of two ways:
• Facilitate the formal resolution of issues in dispute between insurer and customer.
• Arrange an independent and binding decision by an expert decision-maker.
Sometimes DRS applications can be:
• Declined by DRS if they are submitted outside the timeframes set by the legislation or the matter is
outside the jurisdiction of DRS,
• Withdrawn by the customer, or
• Settled between the customer and insurer outside the DRS formal process.
CHART 8: Dispute resolution cases by insurer and status (%)*
AAMI 512 ALLIANZ 1,064 GIO 1,195 NRMA 1,391 QBE 1,036 TOTAL 5,198
5 7 5 5 5 6
34 29
40 36
41 43
42 41 38
44 47 43
14
11 3 11 11
3 9 4 3 11 5 4
DRS reviews per 100,000 Green Slips**
AAMI 39 Allianz 40 GIO 44 NRMA 26 QBE 25 TOTAL 32
% In Progress % Withdrawn % Declined % Determined Other***
CHART 9: Outcomes of resolved DRS review* (%)
% Insurer decision overturned % Insurer decision upheld % Other
Minor injury 33% 67% 1
Treatment and
care R&N 46% 54% 41
Is injured person 58
67% 33%
mostly at fault
Amount of
51% 49%
weekly payments
All other
45% 47% 8%
dispute types
Total 41% 58% 1% TOTAL 2,220
0% 20% 40% 60% 80% 100%
*Data from 1 Dec 2017 to 30 September 2020.
** The number of dispute resolution cases received by DRS depends on how many customers individual insurers have. Insurers with more
customers are more likely to receive a greater number of dispute resolution applications. By measuring dispute resolution cases per 100,000 Green
Slips sold, the regulator can compare insurers’ performance regardless of how many customers they have.
*** Open in error, invalid or dismissed disputes.
11Compliments and complaints
SIRA closely monitors the compliments and complaints it receives about insurers. Compliments help
identify best practice in how insurers manage claims, while complaints may highlight problems with
insurers’ conduct which could require further investigation.
How SIRA handles complaints
Customers can lodge complaints through any of SIRA’s channels. Non-complex complaints
are handled by SIRA’s CTP Assist service and usually take less than two working days to close*.
Complex complaints are referred to SIRA’s complaints handling experts and take more than two
working days to close, depending on their complexity. Potential cases of insurer misconduct are
escalated to SIRA’s supervision teams for further investigation and possible regulatory action.
Customers who are unhappy with the outcome of SIRA’s review can resubmit their complaint for
further consideration. If customers disagree with how SIRA handled their complaint, they can
contact the NSW Ombudsman for assistance.
Snapshot of resolved complaints process
Customers are encouraged to talk to the insurer handling their claim in the frst instance; insurers have
their own complaints handling process.
Non-complex
complaints
528 Typically resolved
within two days
450 closed
640 complaints 78 non-complex complaints
received were escalated to complex
Complex
complaints
112
Take >2 days
to resolve
193 closed
85 complex complaints
were referred
Referral to SIRA’s
supervision teams
Any customers dissatisfed with SIRA’s handling of their complaint can contact the NSW Ombudsman.
This information was collected from 1 October 2019 to 30 September 2020.
* Where SIRA reviews a complaint and provides an outcome.
12How many compliments and complaints
about insurers did SIRA receive?
CHART 10: Compliments & complaints (1 October 2019 - 30 September 2020)
Compliments
Compliments
TOTAL 178 per 100,000 Green Slips*
AAMI 15 TOTAL 3
AAMI 3
ALLIANZ 50
ALLIANZ 5
GIO 31 GIO 3
NRMA 2
NRMA 47
QBE 2
QBE 35
0 45 90 135 180
Complaints
Complaints
TOTAL 640 per 100,000 Green Slips*
AAMI 66 TOTAL 11
AAMI 13
ALLIANZ 69
ALLIANZ 7
GIO 130 GIO 14
NRMA 11
NRMA 210 QBE 11
QBE 165
0 175 350 525 700
Who made the complaint?
Person injured 348
Lawyer 213
Green Slip holder 24
Health provider 26
Other** 29
0 100 200 300 400
This information was collected from 1 October 2019 to 30 September 2020.
* The number of compliments and complaints insurers receive depends on how many customers they have. Insurers with more customers are
more likely to receive a higher number of compliments and complaints. By measuring compliments and complaints per 100,000 Green Slips
sold, the regulator can compare insurers’ performance regardless of how many customers they have.
**The “Other” category are complaints predominantly by SIRA staf for calls to insurers which for various reasons take an unnecessary long
time to action.
13What were the complaints about?
CHART 11: Complaints categories (%)
AAMI ALLIANZ
3 5 3 3
21 Claims: Decisions Claims: Decisions
14 16 28
Claims: Delays Claims: Delays
Claims: Management Claims: Management
Claims: Service Claims: Service
15
Claims: Other Claims: Other
Policy Purchasing 16 Policy Purchasing
34
42
GIO NRMA
5 1 5
4 Claims: Decisions 17 Claims: Decisions
22
Claims: Delays Claims: Delays
20
Claims: Management 29 Claims: Management
Claims: Service Claims: Service
20
Claims: Other Claims: Other
26 Policy Purchasing Policy Purchasing
23
28
QBE ALL INSURER RELATED COMPLAINTS
3 2 3 4
15 Claims: Decisions 19 Claims: Decisions
Claims: Delays Claims: Delays
24
23
Claims: Management Claims: Management
Claims: Service Claims: Service
25
Claims: Other 22 Claims: Other
Policy Purchasing Policy Purchasing
31 29
This information was collected from 1 October 2019 to 30 September 2020.
14Enforcement and Prosecutions (E&P)
SIRA has continued to improve its strategies in detecting and responding to breaches of the Motor
Accident legislation and guidelines. SIRA works closely with law enforcement agencies and other
regulatory bodies to ensure appropriate strategies are in place to minimise risks to the CTP scheme.
The E&P team undertakes a risk-based approach to its investigations by considering the risk and harm
to the scheme, claimants and policy holders and carries out appropriate regulatory enforcement action
on a case by case basis. High level approach is summarised as follows:
Risk-based
Internal SIRA referrals External referrals
compliance audits
Enforcement and
Matters fnalised Referrals received
Prosecutions Team
Criminal
Notifcation Letter of Penalty prosecution
Education Media releases
of breach censure provisions & licensing
withdrawal
For more information about how SIRA approaches its compliance and enforcement activities, please
refer to SIRA’s Compliance and Enforcement Policy.
From 1 October 2019 to 30 September 2020, 69 matters were referred to the E&P team for investigation
into alleged insurer breaches of their obligations under the Motor Accidents Compensation Act 1999
(1999 Scheme) and the Motor Accident Injuries Act 2017 (2017 Scheme) and guidelines. A total of 39
matters were fnalised during this period, which includes matters received prior to October 2019.
Completed 1999 2017 Regulatory 1999 2017
Investigations Scheme Scheme Action Scheme Scheme
ALLIANZ — — — ALLIANZ — — —
AAMI 7 5 2 AAMI 5 Letter of censure 4 1
GIO 4 3 1 GIO 2 Letter of censure 1 1
NRMA 25 5 20 NRMA 11 Notifcation of breach 1 10
2 Civil penalty 2 —
2 Letter of censure — 2
QBE 3 — 3 QBE 1 Notifcation of breach — 1
2 Letter of censure — 2
TOTAL 39 13 26 TOTAL 25 8 17
Of those matters where an insurer breach was substantiated, the following issues were identifed, and
insurers subsequently notifed:
• Failure to endeavour to resolve claims in a just and expeditious manner in line with their obligations
and licence conditions under the Act and Guidelines;
• Failure to complete and notify the results of their internal reviews within timeframes stipulated
under the Act and Guidelines.
• Failure to respond or late response to a treatment and care request by the claimant or their
representative;
• Inappropriate management of CTP claims.
The other matters fnalised during this period were determined to be insurer practice issues of a
minor nature and they have been referred to SIRA’s insurer supervision unit for education and
continued monitoring.
15Glossary
Accepted claims - The total number of statutory Internal review types:
beneft claims where liability was not declined during
the frst 26 weeks of the beneft entitlement period. • Minor injury - Whether the injury caused by the
motor accident is a minor injury for the purposes of
Claims acceptance rate - The percentage of statutory the Act.
beneft claims where liability was not declined during
the frst 26 weeks of the beneft entitlement period. It • Amount of weekly payments - Whether the amount
is the total count of statutory beneft claims lodged, of statutory benefts payable under section 3.4
less declined claims, divided by total statutory beneft (Statutory benefts for funeral expenses) or under
claims. Division 3.3 (Weekly payments of statutory benefts)
is reasonable.
Claim - A claim for treatment and care or loss of
income regardless of fault under the Act. It excludes • Reasonable and necessary treatment and care -
early notifcations (before a full claim is lodged), Whether any treatment and care provided to the
as well as interstate, workers compensation and person is reasonable and necessary in the given
compensation to relatives claims. circumstances or whether it relates to the injury
caused by the motor accident for the purposes of
Complaint – An expression of dissatisfaction made to section 3.24 of the Act (Entitlement to statutory
or about an organisation and related to its products, benefts for treatment and care).
services, staf or the handling of a complaint, where
a response or resolution is explicitly or implicitly • Was the accident the fault of another - Whether the
expected or legally required. motor accident was caused mostly by the injured
person. This infuences a person’s entitlement to
Complaints received - The number of complaints that statutory benefts (sections 3.28 and 3.36 of the Act).
have been received in the time period.
• Other insurer internal review types:
Compliment - An expression of praise. • accident verifcation
• earning capacity impairment
Declined claims - The total number of statutory beneft • whether death or injury from a NSW accident
claims where the liability is rejected during the frst 26 • variation of weekly payments
weeks of the beneft entitlement period. • weekly benefts outside Australia
• recoverable statutory benefts
Determined DRS dispute - A dispute which has been • reduction for contribution negligence
through the DRS process and of which a decision has • serious driving ofence exclusion
been made. • permanent impairment
Dispute Resolution Service (DRS) - A service Internal reviews to accepted claims ratio - the
established under Division 7 of the Act to provide a proportion of internal reviews to accepted statutory
timely, independent, fair and cost efective system for beneft claims. This will remove the infuence of the
the resolution of disputes. insurer market share and give a comparable view
across insurers.
Income support payments - Weekly payments to an
earner who is injured as a result of a motor accident, Payments - Payment types may include income
and sustains a total or partial loss of earnings as a support payments, treatment, care, home/vehicle
result of the injury. modifcations or rehabilitation.
Insurer - An insurer holding an in-force licence granted Referrals to Enforcement and Prosecutions (E&P) -
under Division 9.1 of the Act. Where a breach of guidelines or legislation is detected
through the management of a complaint or other
Internal review - When requested by a person, the regulatory activity undertaken by SIRA in accordance
insurer conducts an internal review of decisions made with the SIRA compliance and enforcement policy.
and notifes the person of the result of the review,
usually within 14 days of the request. Service start date - The date when treatment or care
services are accessed for the frst time.
Total number of policies - This fgure represents the
total (annual) number of policies written under the
new CTP scheme with a commencement date during
the reporting period. The measure represents the
count of all policies, across all regions in NSW.
16About the data in this publication:
Claims data is primarily sourced from the Universal Claims Database (UCD) which contains information on
all claims received under the NSW Motor Accidents CTP scheme, which commenced on 1 December 2017, as
provided by individual licensed insurers.
SIRA uses validated data for reporting purposes. Diferences to insurers’ own systems can be caused by:
• a delay between claim records being captured in insurer system and data being submitted and processed
in the UCD
• claim records submitted by the insurer being blocked by data validation rules in the UCD because of
data quality issues.
All CTP compliments and complaints data from 1 October 2019 to 30 September 2020 was collected through
SIRA’s complaints and operational systems. Compliments and complaints received directly by the insurers
were not included.
For more information about the statistics in this publication, contact MAIRstakeholder@sira.nsw.gov.au
Disclaimer
This publication may contain information that relates to the regulation of workers compensation insurance, motor
accident third party (CTP) insurance and home building compensation in NSW. It may include details of some of your
obligations under the various schemes that the State Insurance Regulatory Authority (SIRA) administers. However, to
ensure you comply with your legal obligations you must refer to the appropriate legislation as currently in force. Up
to date legislation can be found at the NSW Legislation website www.legislation.nsw.gov.au. This publication does not
represent a comprehensive statement of the law as it applies to particular problems or to individuals, or as a substitute
for legal advice. You should seek independent legal advice if you need assistance on the application of the law to your
situation. This material may be displayed, printed and reproduced without amendment for personal, in-house or non-
commercial use.
While reasonable care has been taken in preparing this document, the State Insurance Regulatory Authority (SIRA)
makes no warranties of any kind about its accuracy, currency or suitability for any particular purpose. SIRA disclaims
liability for any kind of loss or damages arising from, or in connection with, the use of any information in this document.
Catalogue no. SIRA09023
State Insurance Regulatory Authority
2-24 Rawson Place, Sydney NSW 2000
General phone enquiries 13 10 50 Website www.sira.nsw.gov.au
©Copyright State Insurance Regulatory Authority NSW 0619
17You can also read
