The Compulsory Third Party (CTP) insurance scheme is governed by South Australian legislation in the following Acts of State Parliament: Motor Vehicles Act 1959 (MV Act), Civil Liability Act 1936 and Compulsory Third Party Insurance Regulation Act 2016 in addition to contracts between the State and CTP Insurers.

The CTP Regulator oversees the scheme and regulates the government approved insurers (CTP Insurers), AAMI, Allianz, QBE, NRMA, and Youi. Fundamental aspects of the scheme are to support the recovery of people injured in motor vehicle accidents and provide a compulsory Policy of Insurance (policy) to protect motor vehicle owners against the financial impact of causing personal injury or death to other road users through the use of their vehicle anywhere in Australia.

CTP insurance premiums provide cover under the policy. The policy is attached to the vehicle, not an individual. The minimum terms and conditions of the policy, set by the Regulator, are available on the Regulator’s website www.ctp.sa.gov.au.

Motorists actively choose their CTP Insurer based on a number of factors including brand, service, price, and approved incentives. The CTP Insurers underwrite the South Australian scheme and manage claims against the policy.

In South Australia, claims for compensation under the scheme are fault-based common law claims modified by statute, primarily the Civil Liability Act 1936. This means injured road users may be eligible for injury recovery support, payment of reasonable and necessary treatment, and compensation when another party is at fault or partially at fault. Access to compensation requires the injured person to meet thresholds depending on the seriousness of the injury.

The Regulator is appointed as the Nominal Defendant under Part 4 of the MV Act. Nominal Defendant claims arise when the vehicle responsible for a motor vehicle accident in South Australia that results in injuries or death to other road users is either uninsured or unidentified. The Regulator assigns management of Nominal Defendant claims to the CTP Insurers in line with their market shares.

The scheme also provides reasonable and necessary treatment, care, and support for children injured while under the age of 16 years in an accident in South Australia, regardless of whether the child or a South Australian registered motor vehicle was at fault.

The CTP scheme is complemented by the Lifetime Support Scheme which operates separate to the CTP scheme. The Lifetime Support Scheme is a no-fault scheme which provides treatment, care, and support for people who have sustained very serious lifelong injuries in motor vehicle accidents in South Australia.

The Regulator is established as an independent statutory authority under the Compulsory Third Party Insurance Regulation Act 2016 (the Act). The Regulator’s functions are set out in section 5(1) of the Act.

The Regulator is responsible for:

• monitoring and reviewing the operations and efficiency of the CTP scheme
• oversight, monitoring, and reporting of CTP Insurer activities
• ensuring a fair and affordable scheme is maintained
• continuing to improve scheme outcomes for injured people
• determining the minimum terms and conditions of the CTP insurance policy
• determining CTP premiums
• providing information to consumers about the scheme and CTP Insurers.

To deliver a fair and competitive CTP scheme with choice, ease and confidence for the South Australian community.

To provide community confidence in the scheme by regulating CTP Insurers and monitoring the performance of the CTP scheme.

The Regulator is appointed as the Motor Accident Injury Accreditation Scheme (MAIAS) Administrator by the designated Minister under section 76 of the Civil Liability Act 1936. The MAIAS Administrator has administrative and financial responsibility of the MAIAS which was established to accredit health professionals to undertake Injury Scale Value (ISV) medical assessments.

An ISV medical assessment is used to assist in determining an injured road user’s entitlement to compensation by assigning referred injuries to ISV item numbers listed in Schedule 1 of the Civil Liability Regulations 2013. The ISV is a number between 0 and 100 that reflects the level of adverse impact of the injury on the person, based on medical evidence.

The MAIAS Administrator uses the MAIAS Rules to oversee the performance of the accredited medical practitioners. The Rules prescribe the regulatory and service standards required for medical practitioners to achieve and maintain accreditation.

The key objective of MAIAS is to create an independent system that provides consistent, objective, and reliable ISV medical assessments. As administrator of MAIAS, the Regulator’s responsibilities include but are not limited to:

• prescribing the processes and documentation of the MAIAS including accreditation training courses and overseeing their implementation
• supporting Accredited Medical Practitioners (AMPs) and monitoring their performance to verify conformity with accreditation obligations
• making recommendations to the Minister for approval of applicants who meet the accreditation criteria
• maintaining and keeping an up-to-date register of all AMPs
• continuing oversight of the MAIAS.

Kim Birch is the CTP Regulator (Regulator) and Chief Executive (CE), responsible for carrying out the functions of the Regulator and the CE as determined by the Compulsory Third Party Insurance Regulation Act 2016. The Regulator is also the Motor Accident Injury Accreditation Scheme (MAIAS) Administrator under the Civil Liability Act 1936.

David Price is the Director, Strategy and Governance, responsible for scheme research and policy, providing information to motorists, overseeing corporate functions including finance, and the process of determining premium ranges for premium classes.

Ivan Lebedev is the Director, Analytics and Performance, responsible for information systems, data analytics, monitoring the scheme, CTP Insurer performance, and risk and compliance.

• Compulsory Third Party Insurance Regulation Act 2016
• Part 4, Motor Vehicles Act 1959

The Regulator has a service level agreement with the Department of Treasury and Finance (DTF) for the provision of corporate services to keep administration costs down and support the effective functioning of the Regulator’s office.

Our significant relationships to support scheme efficiency and administration are with:

• Department for Infrastructure and Transport for the collection and disbursement of CTP premiums
• Lifetime Support Authority and ReturntoWorkSA to improve recovery outcomes for injured people
• Australian Prudential Regulation Authority to monitor the financial stability and solvency of the CTP Insurers.

In 2022-23 the Regulator had Memorandums of Administrative Arrangement (MoAAs) with government agencies to provide the following services to the scheme:

• Road safety: Department for Infrastructure and Transport and South Australia Police
• Health and Emergency Services: Department for Health and Wellbeing; SA Ambulance Service; State Rescue Helicopter Service; Forensic Science SA (on behalf of the Attorney-General’s Department)
• Customer support and transaction processing: Department for Infrastructure and Transport.

MoAAs are funded from the administrative component of CTP premiums, collectively known as the CTP Scheme Services fee. The CTP Scheme Services fees are detailed in 'Scheme statistics'.

In 2022-23 the Regulator continued to deliver on its strategic objectives to support the efficiency of the CTP scheme. Highlights include:

• Conducted insurer audits to monitor compliance of CTP Insurers with contractual and legislative obligations, using the compliance framework. The framework is risk based, targeting areas of highest priority for the scheme. See 'Insurer monitoring' for more detail.
• Initiated an independent review of the CTP scheme competition underwriting model that came into effect on 1 July 2019. The purpose of the review was to evaluate the current model’s ability to continue delivering a high performing, competitive scheme that offers choice, ease, and confidence to the South Australian community. See 'Competition model review' for more detail.
• Reviewed the interface between the CTP scheme and the Lifetime Support Scheme to support a smooth transition for injured people moving between schemes and provide uninterrupted access to reasonable and necessary treatment, care, and support. See 'Regulatory activities' for more detail.
• Analysed the efficiency of the scheme, looking at the proportion of CTP premiums that is returned to injured people. See 'Scheme monitoring' for more detail.
• Completed an independent external review of the Regulator’s cyber security practices with a focus on strengthened data governance. See 'Regulatory activities' for more detail.
• Continued our program of surveys with injured people to gain insight into the claim experience at key milestones through the life of a claim. See 'Regulatory activities' for more detail.

The Regulator’s strategic objectives support delivery of statutory functions under section 5 of the Compulsory Third Party Insurance Regulation Act 2016.

The Regulator’s performance against strategic objectives is summarised below.

Following the success of the Capacity Building Placement for People with Disability Pilot Program conducted in 2021-22, the Regulator continued the program into the 2022-23 financial year. The program creates the opportunity for people with disability to gain employment skills and confidence, as well as build a diverse and inclusive public sector where everyone belongs.

The program aims to support strengthening capability and confidence to enable the participant to compete in the jobs market and provides a blueprint to share with government agencies for similar programs in the future.

Regulator staff access DTF’s performance discussion and development systems. All staff have performance discussion plans in place that are reviewed every six months.

Regulator staff are employed by DTF and seconded to the Regulator. Regulator staff access DTF’s work health, safety and return to work programs.

Regulator staff work health and safety breaches, workplace injury claims, notifiable incidents or improvement and prohibition notices are recorded and reported in the DTF annual report.

The Office of the Commissioner for Public Sector Employment has a workforce information page that provides further information on the breakdown of executive gender, salary and tenure by agency.

The following is a brief summary of the overall financial position of the CTP Regulator. The information is unaudited. Full audited financial statements for 2022-2023 are attached to this report.

The following is a summary of external consultants that have been engaged by the CTP Regulator, the nature of work undertaken, and the actual payments made for the work undertaken during the financial year.

Consultancies with a contract value below $10,000 each

Consultancies with a contract value above $10,000 each

See also the Consolidated Financial Report of the Department of Treasury and Finance for total value of consultancy contracts across the South Australian Public Sector.

The following is a summary of external contractors that have been engaged by the CTP Regulator, the nature of work undertaken, and the actual payments made for work undertaken during the financial year.

Contractors with a contract value below $10,000

Contractors with a contract value above $10,000 each

The details of South Australian Government-awarded contracts for goods, services, and works are displayed on the SA Tenders and Contracts website. View the agency list of contracts.

The website also provides details of across government contracts.

The Risk and Audit Committee meets quarterly to provide assurance to the Governance Committee on the operation and effectiveness of the risk management framework and internal and external audit activities.

The Regulator also reports annually to the DTF Risk and Performance Committee.

In the past year, the Regulator’s Risk and Audit Committee fulfilled its responsibilities according to its terms of reference, including:

• overseeing the 2022-23 independent internal audit plan (outsourced)
• reviewing and updating the risk appetite statement
• maintaining the Risk Management Framework and risk management systems and processes
• reviewing and updating the Regulator’s Business Continuity Plan
• reviewing the Regulator's adherence to its legislated and contractual obligations
• overseeing the development and implementation of the Cyber Security Framework.

There was no fraud detected inside the Regulator.

The Regulator has a robust suite of policies and work instructions to address key risks and establish controls to mitigate the risk of fraud. These controls include but are not limited to:

• segregation of duties
• delegations of authority
• user restrictions to financial software
• asset register
• triennial employee criminal history screening
• independent internal audit function
• financial management compliance program
• staff training and education on policies and procedures
• requirement of staff to adhere to the Public Sector Code of Ethics
• annual and ongoing conflict of interest declaration process for all staff.

Public interest disclosure for the CTP Regulator is reported directly to the Department of Treasury and Finance (DTF) and is recorded and reported in the DTF annual report.

Note:  Disclosure of public interest information was previously reported under the Whistleblowers Protection Act 1993 and repealed by the Public Interest Disclosure Act 2018 on 1/7/2019.

Key activities completed in 2022-23 include:

• Determined new premium bands from 1 July 2023, resulting in a reduction in premiums for South Australian motorists in all premium classes except public passenger no fare vehicles (classes 10 and 60).
• Updated the Regulator Rules to create efficiencies for the scheme. Updates were made to reduce regulatory burden in some settlement negotiations and to clarify the obligation of a CTP Insurer to accept service of proceedings issued against their policy holders.
• Reviewed the interface between the CTP scheme and the Lifetime Support Scheme to support a smooth transition for injured people when moving between schemes and provide uninterrupted access to reasonable and necessary treatment, care, and support. The key outcome of this review is an update to the Protocol between CTP Insurers and the Lifetime Support Authority (LSA). This Protocol sets out the processes for CTP Insurers and the LSA when managing the claim of injured people who are or may be eligible in both schemes. The updated Protocol is now published on the Regulator’s website (www.ctp.sa.gov.au).
• Completed an independent external review of the Regulator’s cyber security practices with a focus on strengthened data governance. This led to the development of a cyber security framework and revising existing policies that govern secure user account management and systems logging. The Regulator embedded user account record keeping, quarterly account auditing, and initiated a process for continuous improvement of system logging to embed more efficient systems for protecting scheme data. As part of this work, the Regulator has also undertaken ‘database stripping’ to remove unnecessary data, mitigating risk exposure if a breach were to occur. The Regulator will continue to work with government and CTP Insurers to test and improve the protection of scheme data.

• Published updated data to the Scheme Data Dashboard. The Dashboard provides an overview of the scheme, including CTP claims and insurer premiums from 1 July 2016 up to 31 December 2022. The dashboard is updated annually.
• Published the annual SA CTP Market Briefing prepared by the independent scheme actuary, which informs the premium setting.
• Published the 2023-24 South Australia Point-to-point Industry Relativities Briefing prepared by the independent scheme actuary, which outlines the relativities advice that informs the premium setting for vehicles in the point-to-point industry.
• Reviewed the Regulator’s website in line with best practice for communicating with people who do not speak English, with the aim of improving the accessibility of scheme information for the general public. Ensuring equitable access to scheme information supports the South Australian Multicultural Charter. The recommendations of this review will be implemented over the 2023-24 financial year.
• Continued market research to understand the reasons behind motorists choosing their CTP Insurer. Surveys were conducted online by a link placed on the SA.GOV.AU website, where motorists renew their vehicle registration. The Regulator received more than 700 responses to the 2022 survey. The survey found that motorists continued to use price (44%), insurer brand (17%), and claimant service rating (16%) to choose their insurer. For more information, see the CTP Regulator Motorist Market Research Report 2022 available on the Regulator’s website (www.ctp.sa.gov.au).
• Explored potential aides to incorporate on the Regulator’s website to support injured people with their claim. This work will support the implementation of customer-centric innovations to the Regulator’s website over the 2023-24 financial year.
• Facilitated a presentation from the independent scheme actuary to the taxi and rideshare industries to explain applicable CTP premiums. The information of this presentation is reflected in the 2023-24 South Australia Point-to-point Industry Relativities Briefing available on the Regulator’s website (www.ctp.sa.gov.au).
• Ongoing review and updates to the CTP Regulator and MAIAS websites to maintain currency and value of information for all scheme stakeholders.

The Regulator uses a suite of tools to oversee and identify areas for further investigation in scheme trends, CTP Insurer performance, and data quality.

The Regulator monitors the compliance of CTP Insurers with contractual and legislative obligations using the scheme compliance framework. The framework is risk-based, targeting areas of highest priority for the scheme, and is primarily aimed at ensuring CTP Insurers act in the best interests of injured people and the CTP scheme.

Areas of compliance focus are determined by the Regulator after reviewing and considering a CTP Insurer’s current compliance performance. This process is undertaken every two years.

The main compliance activities prescribed by the framework in 2022-23 were:

• claims management reviews
• data analytics
• mandatory declarations
• injury coding reviews.

The Regulator has continued with a biennial cycle for insurer audits, auditing each insurer every second year. The insurers continue to demonstrate satisfactory levels of compliance and performance against their contractual obligations.

Currently, the scale and scope of the compliance program is proportionate with insurer performance and supports keeping downward pressure on insurer regulatory costs.

The CTP Insurer audits address performance across the insurers’ business operations, including:

• service levels provided to injured people with CTP claims
• compliance with legislative obligations
• approval of treatment, care, and support
• complaints management and dispute resolution
• payments and settlement
• privacy breaches and management of confidential information
• records management.

Areas of good performance include general claim management, timeliness of liability determinations, and providing good rationale and supporting evidence for determinations and settlement offers.

Identified areas for improvement include:

• providing clearer rationale for declining the reimbursement of expenses
• providing a clear explanation of statutory reductions and reduction for contributory negligence in liability letters
• eliminating unauthorised disclosures of personal information
• explaining the complaints and dispute resolution processes more clearly.

Where the compliance program identifies findings, CTP Insurers are required to submit remediation plans that are tracked monthly against agreed timeframes and outcomes. Any areas considered non-compliant can result in CTP Insurers being issued with breach notices. Two breaches were issued for the 2022-23 financial year. No sanctions were paid as a result of any breaches.

Note – While CTP Insurers are required to report any self-identified breaches, the Regulator conducts audits of each insurer every two years and on an ‘as needed’ basis. This may lead to CTP Insurers subject to an audit in any given year having more breaches detected.

* Youi entered the scheme on 1 July 2022.

Scheme efficiency reviews

The Regulator initiated an independent review of scheme efficiency to be conducted by the scheme actuary. This is an annual review, the results of which are published in the CTP Scheme Efficiency Report as at 31 December 2022, available on the CTP Regulator’s website (www.ctp.sa.gov.au).

The independent review found that scheme efficiency has increased since competitive pricing began in 2019. The estimated scheme efficiency index (the proportion of the average premium paid by policyholders for CTP insurance that directly benefits injured people) increased from an average of 37% in the pre-competition period (1 July 2016 to 30 June 2019) to 54% since competition (from 1 July 2019).

In addition to this, the Regulator conducted its own review of the performance of the current CTP scheme, which is privately underwritten by the five CTP Insurers, and the previous publicly underwritten scheme, which was managed by the Motor Accident Commission (MAC). The review focussed on key areas of claims management and outcomes for injured people.

Key observations from the review were:

• timing to access first treatment is largely the same between the current and previous scheme
• the average amount paid (adjusted for inflation) for past and future treatment, care, and support is very similar between the current and previous scheme
• the current scheme spends less on defendant legal costs, investigations and medical reports than the previous scheme.

Overall, the review found that the current scheme is operating more efficiently than the previous scheme: with injured people receiving comparable compensation and funding for treatment, care, and support (adjusted for inflation) at a lower cost to motorists.

Understanding the claimant experience supports the Regulator to monitor the CTP scheme and identify improvements.

The Regulator continues to survey injured people about their experience of the CTP Scheme. Survey results highlight areas for improvement to benefit injured people. Publication of survey results provides information to scheme stakeholders on CTP Insurer performance. The results of this survey are used to calculate an average claimant service rating for each insurer.

The CTP Insurers’ claimant service ratings are published on registration renewal notices and the Regulator’s website to assist vehicle owners to choose an insurer. The higher the number, the better the CTP Insurer’s service has been rated.

Starting in July 2021, the Regulator expanded its surveys with injured people to gain a better understanding of how people experience the scheme over the life of a claim by surveying injured people after key claim milestones. These milestones were:

• claim lodgement
• after the insurer makes a liability determination
• after an injury scale value (ISV) medical assessment
• following closure of the claim.

The expanded survey was conducted in two six-month phases. The first was conducted in the latter half of 2021 and the second finished in June 2023. This has provided insight into changes in experience over time.

We also continue to monitor the effectiveness of our new injury and fatality claim forms, which were launched in November 2021. Following the introduction of the new claim forms, the Regulator observed reductions in the time between accidents and claim lodgement, and reductions in timing between claim lodgement and funding for first treatment. Since the new forms were launched the proportion of claims lodged within two weeks of the accident has risen from 19% to 25%. These improvements in timing are largely attributed to the efficiencies created by the online claim form, with 47% of claims being lodged online in 2022-23.

The proportion of injured people who find the claim form easy to complete has increased from 59% in 2021, to 71% in 2023.

Additionally, the number of people who reported having someone else complete the claim form on their behalf has declined by 40%. These improvements show that the goals set by the Regulator in launching the new claim forms have been achieved.

It has also been observed that injured people’s satisfaction with the CTP Insurer managing their claim has increased in all areas surveyed:

• being provided with all the information you need, 73% to 77%
• insurer staff having a good level of knowledge, 78% to 83%
• information provided being easy to understand, 78% to 82%
• responding to the claimant’s needs in a timely manner, 70% to 75%
• insurer staff being friendly and helpful, 81% to 85%
• being kept up to date with the progress of the claim, 71% to 78%

Through surveying, the Regulator identified areas of high importance to injured people and mapped those against levels of satisfaction to identify key areas for CTP Insurers to focus on to improve the claimant experience. These can be seen in the graphic on the following section.

This shows that the priority areas for CTP Insurers to address are:

• providing claimants with all of the information they need
• ensuring that the information provided to claimants is easy to understand
• responding to claimant’s needs in a timely manner.

The extended claimant experience surveys have now been completed, having provided valuable insight on areas for the scheme to improve.

The claimant service rating surveys will continue to be conducted to provide ongoing monitoring of claimants’ perception of insurer performance. The results of these surveys are published on registration renewal notices and the Regulator’s website.

In 2022-23, the Regulator initiated an independent review of the CTP scheme competition model (‘the review’). The competition underwriting model came into effect on 1 July 2019, enabling motorists to choose their CTP Insurer.

The purpose of the review was to evaluate the current model’s ability to continue delivering a high performing, competitive CTP scheme that offers choice, ease, and confidence to the South Australian community.

The review was undertaken in July to December 2022 and involved the independent reviewer consulting various scheme stakeholders, including CTP Insurers, the independent scheme actuary, and officers of the CTP Regulator. Among other key findings, the review found that the claimant service rating is a valuable performance measure that should be retained as it incentivises competition on service, not just price. As a result of the review, some adjustments were made to the claimant service rating methodology to account for insurers with smaller claims portfolios and to ensure clarity of claimants’ responses.

The Review found that the scheme is operating as intended and provides assurance that the model remains fit for purpose.

The Regulator conducted a review of open claims resulting from motor vehicle accidents that occurred in the 2016-17 financial year. The aim was to understand whether there were any barriers to settling these long-tail claims that could be addressed.

The review involved examination of these claims to identify common themes. Insurers were then requested to provide information on each claim, setting out the nature of the barriers to claim closure. Key findings showed that common barriers included disagreement as to settlement amounts, delays due to injuries not having stabilised, and complexities in minors’ claims. The Regulator will continue to review long-tail claims annually to monitor barriers and timely claim closure.

In the CTP scheme, an injured road user may be entitled to compensation for their injuries. Some types of compensation, including non-economic loss and compensation for gratuitous services, are subject to thresholds based on the Injury Scale Value (ISV) of the injuries.

The South Australian Motor Accident Injury Accreditation Scheme (MAIAS) accredits medical practitioners to undertake ISV medical assessments that assist in determining an injured person's entitlement to compensation.

The objective of MAIAS is to create an independent system that provides consistent, objective, and reliable ISV medical assessments. MAIAS accredits health practitioners to undertake ISV medical assessments which includes assigning injury Item Numbers based on the assessment of the injuries sustained in motor vehicle accidents. The assessment reports assist claimants and CTP Insurers in the claims settlement process.

In 2022-23, MAIAS conducted QA reviews to assess the quality of ISV medical assessment reports (ISV reports) against the requirements of the Civil Liability Act 1936, Civil Liability Regulations 2013, and the accreditation criteria in the MAIAS Training Manual.

Throughout the year, 52 physical ISV reports and 16 pure mental harm ISV reports were reviewed. Overall, the findings were positive, with improvements being achieved in most of the key areas. There were improvements in whole person impairment (WPI) calculations, stability, assessing all referred injuries, and assigning the correct ISV Item Number to the referred injury.

The results also highlighted some areas that require continued focus. These include stating stability for each referred injury, addressing all injuries under ‘opinion’, the accuracy and recording of WPI, and the accuracy of determining and recording ISV Item Numbers.Focus areas are addressed individually with Accredited Medical Practitioners (AMPs) and used in designing future training and accreditation materials to better support all AMPs.

In 2022-23, MAIAS completed the 2022-25 cycle for accreditation of medical practitioners. MAIAS collaborated with the Return to Work Impairment Assessor Accreditation Scheme, administered by ReturntoWorkSA, to complete a coordinated process for applications, training, and competency assessments for AMPs.

The fourth edition of the MAIAS Training Manual was published in September 2022. This was the result of a thorough review with a focus on making the manual easier to read and navigate. The Training Manual is available on the MAIAS website (www.maias.sa.gov.au).

To increase the efficiency of the accreditation process for AMPs, a new online Learning Management System (LMS) was developed to hold the accreditation and training materials, online courses, and assessments necessary for completion of MAIAS accreditation. The LMS and updated Training Manual were released in September 2022 in time for the 2022-25 accreditation cycle. Training materials can be accessed through the LMS by AMPs at any time.

Insured vehicles by type

(Registrations as at 30 June 2023)

Source: Department for Infrastructure and Transport policy data.

Ratio of class 1 premium⁽¹⁾ to South Australian average weekly earnings (AWE)⁽²⁾

⁽¹⁾ Note: Premium is the weighted average lowest priced Class 1 District 1 public passenger vehicle (private use, no input tax entitlement) on offer over the financial year.
⁽²⁾ Source: Australian Bureau of Statistics, 6302.0 Average Weekly Earnings, Australia. Earnings; Persons; Full Time; Adult; Ordinary time earnings; South Australia; Series Id: A84989336X, November (in given financial year).

Premium and fee collection

(1 July 2022 to 30 June 2023)

Note: *Includes GST.

Market share of in-force premium

Note: *All insurers had contractually agreed market share for the first three years of the privately underwritten scheme – 2016 to 2019.
^†Youi entered the scheme on 1 July 2022.

Number of changes to filed premiums 2022-23

This is an indicator of premium price competition in the CTP scheme. Premium classes for taxis, rideshare and omnibuses do not depend on the district, but are counted with district 1 in the table.

Claimant service rating results

Note: The score published each month is the average claimant service rating from claimants surveyed in the previous six months. Once Youi has received a significant number of claims, its Claimant Service Rating will be published.

Number of accidents by region

(Accidents from 1 July 2022 to 30 June 2023)

Note: The recent accident years’ data is immature due to accidents where a claim is yet to be reported.

Claim lodgement by development year

(All claims for accidents from 1 July 2016 to 30 June 2023)

Note: Development year 1 means claims lodged in the accident year (year means financial year), development year 2 means claims lodged in the next year after the accident year, etc.

Claims by current status

(All claims for accidents from 1 July 2016 to 30 June 2023)

Claimants by demographic

(All claims for accidents from 1 July 2016 to 30 June 2023)

Claimants by accident role

(All claims for accidents from 1 July 2016 to 30 June 2023)

Claims by severity

(Closed claims for accidents from 1 July 2016 to 30 June 2023)

Note:

*Injury severity based on injuries coded under the Abbreviated Injury Scale (AIS) 2005 and the Update 2008 Manual.

“Minor” category includes claims where a region-specific injury code was reported with a severity of 9 (“not further specified”).

“Maximum” injury severity usually indicates a fatality.

“Admin” means there were no physical injuries caused by the accident or there was no medical evidence available for injury coding.

Claims by dominant injury body region

(Closed claims for accidents from 1 July 2016 to 30 June 2023 excluding claims without a dominant injury recorded)

Rates of legal representation

(Accidents from 1 July 2016 to 30 June 2023)

Note: The recent accident years’ data is immature due to the long tail nature of CTP claims.

Legal costs

(All legal cost payments for accidents from 1 July 2016 to 30 June 2023)

Note: Solicitor client costs are unknown because there is no legal requirement for solicitors to provide their solicitor client costs to the managing insurer of a claim and so they are not reported to the CTP Regulator.

Claim duration by CTP Insurer

(Closed claims for accidents from 1 July 2016 to 30 June 2022 where relevant data is available)

Note: Timeframe is average days. Youi’s claim portfolio is currently too underdeveloped to compare with the rest of industry.

Breakdown by heads of damage

(Closed claims from 1 July 2022 to 30 June 2023 for accidents from 1 July 2016 to 30 June 2023)

Note:

“Care” category includes payments for past and future care and home services, care-related travel and voluntary services.

“Non-customer benefits” category includes investigation costs, the costs of medical reports from treating medical providers and ISV medical assessors, and plaintiff and defendant legal costs.

“Other customer benefits” category includes claimant travel expenses and reasonable funeral costs. In the 2018-19 annual report this category included payments to surviving spouse and/or children for the loss of family member, payments to partners of injured persons for the loss of companionship, and rehabilitation costs. These payment types have now been moved to other heads of damage in the table.

“Treatment” category includes payments for past and future medical, allied health and hospital services, excluding public hospital services funded from the administrative fee component of CTP premiums.

Nil claims (zero payments) have been excluded from the data.

Nominal defendant claims received by accident year

(Accidents from 1 July 2016 to 30 June 2023)

Note: The recent accident years’ data is immature due to accidents where a claim is yet to be reported.

Note: *Enquiries about topics outside of the Regulator’s scope, for example, comprehensive vehicle insurance, vehicle registration, or road safety.

**For example, a driver who caused a motor vehicle accident enquiring about their obligations in the CTP Scheme.

The number for ‘complaints’ does not match the number of complaints listed in the public complaints section of this annual report because each complaint can involve a number of phone-calls or emails. This category also includes questions about the complaints process that do not result in a formal complaint being lodged with the Regulator.