Expand the boxes below for detailed information about what to expect when you have lodged a CTP claim.
As soon as possible, complete an Injury Claim Form or Fatality Claim Form via the Lodging your claim form page (PDF versions are also available on the forms page) to submit to the CTP Insurer of the vehicle at fault in the accident.
If you don’t know who the CTP Insurer of the at-fault vehicle is, or if you don’t know the number plate, find more information about unknown or unregistered vehicles.
Remember to attach the Voluntary Medical Certificate completed by your medical practitioner at your initial medical appointment with your completed Injury Claim Form. Also attach the invoice for your medical appointment to have this certificate completed.
Once the CTP Insurer receives your claim form, they will issue a claim number. They may contact you (and other people involved in the accident) by phone and send you a confirmation letter within five business days. Keep this claim number handy, as you will need to provide it to your health practitioners should you require further treatment for your claim-related injuries.
You can inform the CTP Insurer of the best way (telephone, email or post) and most suitable time to contact you. If you require an interpreter to understand the claims process (or when attending a required medical examination), the CTP Insurer must provide interpreting services at its cost.
The CTP Insurer must determine which driver is liable for the motor vehicle accident and to what degree. They must also determine whether you are eligible to make a CTP claim for medical treatment, rehabilitation expenses and/or compensation.
The CTP Insurer will make enquiries to determine liability. The enquiries will be based on the facts of each claim and may include:
- collecting information and identifying any factors that contributed to the accident and/or your injuries
- contacting you (or your legal representative) and other people who were involved in or witnessed the accident
- requesting a copy of the Vehicle Collision Report from SA Police
- requesting an Accident Report Form for the accident from the driver and the insured person.
In many cases, these investigations can be complex, and as a result, they may take some time.
When liability is determined, it must be:
- based on sound evidence (factual circumstances of the accident, including information provided by SA Police and witnesses)
- made in a timely manner,
- in accordance with relevant laws and legislation (including the Motor Vehicles Act 1959 and the Civil Liability Act 1936).
Once the CTP Insurer has determined liability they must notify you promptly in writing to inform you:
- if liability has been accepted, partially accepted or denied
- if any reductions apply to your claim, for example, due to the effects of alcohol or not wearing a seatbelt (see more information about how statutory reductions and contributory negligence may apply to your settlement)
- the reasons for the decision
- the nature of the evidence that supports those reasons.
If you disagree with the CTP Insurer’s determination on liability, you should contact the claims consultant managing your claim and discuss this as soon as possible. If you remain dissatisfied, there are several other options available to you to gain a better understanding or agreement about the decision.
Information and assistance
Our “Liability determination” fact sheet details what you can do if you disagree with the CTP Insurer’s liability determination. You can contact the claims consultant managing your claim for further assistance or seek legal advice.
The CTP Insurer may agree to fund reasonable and necessary treatment, care and support before liability has been determined. Find out more information about what medical and rehabilitation costs you can claim. Please speak to the CTP Insurer as soon as possible once your claim has been lodged about your treatment.
You should notify the CTP Insurer handling your claim if you need any treatment or rehabilitation. Ideally, you should seek pre-approval to ensure costs will be covered. For reimbursement of costs (e.g. for rehabilitation), forward any original receipts to the CTP Insurer for their consideration and keep a copy for your own records.
The insurer will need to collect medical information relevant to your claim and when it is not clear what services are required as a result of your injuries, you may require Independent Medical Examinations to determine your treatment and care needs (view more information on medical examinations and assessments).
Once you start your recovery, make sure to remain active by participating in all recommended rehabilitation and returning to work as soon as you are able. Find out about support available for you to recover as quickly as possible.
Once your injury has stabilised, the CTP Insurer will proceed to finalise your claim.
To help determine your eligibility for compensation based on the severity of your injuries, you may need to undertake an Injury Scale Value (ISV) Medical Assessment, which will consider available medical evidence and the way your injuries have impacted you. See more information on ISV medical assessments.
Find out about the types of compensation that may be available to you.