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Insurer Claims Performance

What to expect from insurers when making a claim

The greenslips.com.au Calculator helps vehicle owners find the cheapest price from all six NSW CTP insurers. These are AAMI, Allianz, GIO, NRMA Insurance, QBE and Youi. State Insurance Regulatory Authority (SIRA) provides quarterly data on insurer performance to help people make more informed comparisons and know what to expect if they make a CTP claim.

Since March 2023, SIRA reports in less detail and without showing the previous year:

1. What are the chances of having my claim accepted? ›

2. How long will I wait for income support and treatment and care? ›

3. How soon will I be working after my accident? ›

4. What happens if I disagree with the insurer? ›

5. How many complaints and active claims do insurers have? ›

1. What are the chances of having my claim accepted?

The new scheme since 1 December 2017 made benefits available to all injured parties in the first 6 months after a car accident. Since 1 April 2023, benefits can be extended to 12 months after the accident. Benefits include payments for loss of income, medical and rehabilitation costs.

All insurers accept over 96% of claims and, if they deny any claims, must explain why. The main reason is late claims (over 90 days) and the second is no injury present or not under the legislation.

Table 1: Percentage of claims insurers accepted

  September 2023
  Accepted
AAMI 95.4%
Allianz 95.7%
GIO 96.6%
NRMA Insurance 97.6%
QBE 98.3%
Youi 97.5%
Total 96.9%

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. At June 2023, it took an average of 4.2 weeks to receive first income support and 95% received treatment and care within 4 weeks.

Table 2a: Time in weeks to receive first income support

  September 2023  
  First income support (weeks)
 
AAMI 4.5  
Allianz 3.4  
GIO 4.6  
NRMA Insurance 3.9  
QBE 4.5  
Youi 4.2  
Average 4.2  

Table 2b: Percentage who received treatment and care within 4 weeks

  September 2023
  0-4 weeks
AAMI 94%
Allianz 97%
GIO 95%
NRMA Insurance 96%
QBE 94%
Youi 96%
Total 95%

3. How soon will I be working after my accident?

The percentage of people who are working at 26 weeks after the date of the accident varies among insurers so we have not shown an average.

Table 3: Percentage of people working at 26 weeks after date of accident.

  September 2023  
  26 weeks
 
AAMI 64%  
Allianz 80%  
GIO 58%  
NRMA Insurance NA*  
QBE 68%  
Youi 71%  

Average

NA

 

*NRMA Insurance says it currently does not have confidence in the quality of its data.

4. What happens if I disagree with the insurer?

When customers disagree with the insurer’s decision, they 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 carry out 98.8% of internal reviews within 28 days on average.

Table 4: Percentage of internal reviews within 28 days

  September 2023
  28 days
AAMI 99.6%
Allianz 99.0%
GIO 99.5%
NRMA Insurance 97.6%
QBE 99.5%
Youi 97.3%
Total 98.8%

5. How many complaints and active claims do insurers have?

Since 1 March 2021, injured people can complain about insurers to the Independent Review Office. SIRA continues to manage complaints about all other aspects of the scheme. Complaints volumes do not include those directed to insurers.The percentage of active claims with each insurer is a new metric.

Table 5: Market share of complaints and active claims

  Complaints Active Claims
  Year end 30 September 2023 Year end 30 September 2023
AAMI 10.6% 9.0%
Allianz 12.5% 20.0%
GIO 17.3% 14.5%
NRMA Insurance 38.4% 32.7%
QBE 19.3% 22.0%
Youi 1.9% 1.8%

Sources: State Insurance Regulatory Authority (SIRA) CTP Insurer Claims Experience and Customer Feedback Comparison, September 2023. Note, SIRA stated in March 2023 many of the metrics provided in previous years are no longer provided.

 

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