What to expect from insurers when making a claim
State Insurance Regulatory Authority (SIRA) provides quarterly data on CTP insurer performance. This helps you make informed insurer comparisons and know what to expect if you make a CTP claim.
The green slip calculator helps vehicle owners find the cheapest price from all 6 NSW CTP insurers. The CTP insurers are AAMI, Allianz, GIO, NRMA Insurance, QBE and Youi.
The 2017 scheme made benefits available to all injured parties in the first 6 months after a road accident. After 1 April 2023, benefits were extended up to 12 months after the accident. Benefits include payments for loss of income, medical and rehabilitation costs.
1. What are the chances of having my claim accepted?
In the year to June 2026, insurers accepted around 97% of statutory benefits claims.
The most common reasons to deny a claim are:
- Late claim (more than 90 days after the crash)
- Claim did not involve a motor vehicle crash.
Chances of having claim accepted
| Insurer | June 2026 | |
| AAMI | 98.2% | |
| Allianz | 94.5% | |
| GIO | 98.1% | |
| NRMA Insurance | 96.6% | |
| QBE | 97.6% | |
| Youi | 97.4% | |
| Average | 97.1% |
2. How long will I wait for income support and treatment and care?
How quickly insurers pay benefits is important for helping injured people make a full recovery after an accident. That is why insurers also pay pre-claim support before someone lodges a formal claim.
Time in weeks to receive pre-claim income support
| Insurer | June 2026 | |
| weeks |
||
| AAMI | 4.9 | |
| Allianz | 4.2 | |
| GIO | 4.8 | |
| NRMA Insurance | 4.1 | |
| QBE | 5.1 | |
| Youi | 4.0 | |
| Average | 4.5 |
Time in weeks to receive income support
|
June 2025 |
June 2024 |
|
| 2 weeks | 21% | 17% |
| 2-4 weeks | 5% | 4% |
| 4-6 weeks | 3% | 4% |
| Over 6 weeks | 2% | 2% |
| Median weeks | -1 | -1 |
Percentage who received treatment and care within 4 weeks
| Insurer | June 2026 |
| AAMI | 94.9% |
| Allianz | 97.2% |
| GIO | 94.7% |
| NRMA Insurance | 95.1% |
| QBE | 94.2% |
| Youi | 97.6% |
| Average | 95.6% |
Time in weeks to receive treatment and care
| Pre-claim benefits paid |
June 2025 |
June 2024 |
| Paid | 69% | 73% |
| 2 weeks | 21% | 17% |
| 2-4 weeks | 5% | 4% |
| 4-6 weeks | 3% | 4% |
| Over 6 weeks | 2% | 2% |
3. How soon will I be working after my accident?
The percentage of people who are working at 26 weeks after the accident varies among insurers. The rolling 6-month average is:
- 65% return to work at 26 weeks
- 22% stay at work at 26 weeks
- 72% are working at 26 weeks.
Percentage of people working at 26 weeks after date of accident
| Insurer | June 2026 | |
| AAMI | 74.4% | |
| Allianz | 73.6% | |
| GIO | 72.5% | |
| NRMA Insurance | 70.7% | |
| QBE | 64.5% | |
| Youi | 68.4% | |
| Average | 70.7% |
4. What happens if I disagree with the insurer?
If you disagree with the insurer’s decision, you can request an internal review by the insurer. Types of decisions include threshold injury, treatment and care, weekly payments, or who was at fault in the accident. Insurers usually carry out internal reviews within 28 days.
Percentage of internal reviews within 28 days
Insurers completed around 97% of internal reviews within 28 days. Around 79% (77% last year) of reviews were upheld. Note, this metric has not been updated because it is under review.
| Insurer | June 2026 |
| AAMI | 99.5% |
| Allianz | 99.8% |
| GIO | 99.8% |
| NRMA Insurance | 98.3% |
| QBE | 98.3% |
| Youi | 99.4% |
| Average | 99.2% |
Percentage of insurer reviews upheld or overturned
The majority of insurer reviews were upheld and 21% of reviews were overturned in favour of the claimant in the year to June 2025.
| Type of internal review | Upheld | Overturned | New decision |
| June 2025 | June 2025 | June 2025 | |
| Medical assessment | 82% | 17% | 1% |
| Merit review | 64% | 33% | 3% |
| Miscellaneous claims assessment | 77% | 23% | 0 |
| Other | 67% | 31% | 2% |
| Total | 78% | 21% | 1% |
5. How many complaints and claims did insurers receive?
Injured people can complain about insurers to the Independent Review Office (IRO). SIRA continues to manage complaints about all other aspects of the scheme. Complaints volumes do not include those directed to insurers.
In the year to June 2026 there were 426 complaints about insurers.
Market share of complaints
| Insurer | Market share of complaints | Market share of active claims |
| Year end June 2026 |
Year end June 2026 |
|
| AAMI | 10.3% | 9.5% |
| Allianz | 14.6% | 22.4% |
| GIO | 7.7% | 12.8% |
| NRMA Insurance | 28.4% | 27.9% |
| QBE | 37.1% | 23.5% |
| Youi | 1.9% | 3.9% |
6. Customer service score
This score reflects the service performance of CTP insurers at the 3-month stage of managing a claim. The current average is 71.5.
| Insurer | June 2026 |
| AAMI | 67.1% |
| Allianz | 74.3% |
| GIO | 72.9% |
| NRMA Insurance | 68.6% |
| QBE | 66.1% |
| Youi | 79.8% |
| Average | 71.5% |
Sources: State Insurance Regulatory Authority (SIRA) CTP Insurer Claims Experience and Customer Feedback Comparison, June 2026 and SIRA 2017 CTP Scheme Performance Report to 30 June 2025.
Note, SIRA stated in March 2023 that it no longer publishes many metrics quarterly.