How do the claimant service surveys work?

The Regulator commissions an independent provider to undertake a short telephone survey, at two intervals, with people who have made a CTP claim.

The information collected from these surveys helps us to better understand the experiences claimants have with CTP Insurers in the areas of:

  • responsiveness of CTP Insurers
  • whether information provided to claimants is easy to understand
  • professionalism of the CTP Insurer’s staff.

What happens with the results?

The results collected from the first survey 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.

These Ratings give vehicle owners more information to help in choosing a CTP Insurer. View the current Ratings.

The results of the second survey are used by the Regulator to monitor CTP Insurers to ensure they meet their service obligations and provide a better experience for claimants.

Other surveys

Pure mental harm (GEPIC) injury assessments performed by video-conferencing are currently being trialled. The Regulator is undertaking its own survey to understand the experiences of claimants who have an assessment by video-conferencing.

Personal information

The Regulator won’t request any personal information or use any personal information in survey results. Claimants are free to choose to participate.