SIRA is calling for feedback on its draft customer service principles for CTP insurers in NSW. As the government body that oversees CTP insurers, it wants more focus on quality customer service. Interested parties have until 19 August 2019 to make a submission.
Unfortunately, people injured in road accidents do not choose which insurer to deal with when making a claim. However, they also have expectations about how they are treated. SIRA believes these customer service principles will help improve their claims experience, whoever the insurer.
Proposed customer service principles
NSW CTP insurers will have to demonstrate how they act on these five proposed principles:
- Be efficient and easy to engage
- Act fairly, with empathy and respect
- Resolve customer concerns quickly, respect customers’ time and be proactive
- Have systems in place to identify and address customer concerns
- Be accountable for actions and honest in interactions with customers.
SIRA intends to publish comparative data on CTP insurers later this year. Insurer ratings may include, for example, timeliness of claims decisions, and volume and nature of complaints.
Ratings in South Australia
A similar focus on customer service principles is already operating in South Australia. Since July, SA customers can choose an SA insurer based on average claimant service ratings.
These insurer ratings are based on results from independent telephone surveys of CTP claimants on a rolling 6-month basis. The survey asks:
- How responsive was the insurer to the claimant?
- Was information they provided easy to understand?
- How professional were the insurer’s staff?
Make a submission to SIRA
If you are interested in making a submission to SIRA, do so before 19 August 2019. You can address these types of customer service questions and add any other relevant ones:
- Are the customer service principles sufficient to ensure confidence in the CTP scheme?
- Are there other principles that should be considered?
- How often and how should insurers demonstrate how they comply?