How does the claimant experience survey work?

An independent provider undertakes a short survey at different claim stages with people who have made a CTP claim. This supports the CTP Regulator’s functions to monitor the operation and efficiency of the CTP Scheme.

In June 2021, claimants will be contacted by either telephone or email.

The information collected from the survey helps us to better understand the claimant experience of:

  • the CTP Scheme
  • CTP Insurer claim management
  • key stages of the claim process i.e., lodgement, liability decision, medical assessment and settlement.

What happens with the results?

The results are used to determine an average Claimant Service Rating for each CTP Insurer on a rolling six-month basis. The higher the number, the better the CTP Insurer’s service has been rated.

The Claimant Service Rating for each CTP Insurer is published on this website and on registration renewal notices to give vehicle owners more information to help in choosing a CTP Insurer. View the current Ratings.

Results are also used by the Regulator to measure CTP Scheme performance and to identify opportunities to provide a better experience for claimants.

Personal information

Personal information is not requested or used in survey results. Claimants are free to choose to participate.