Our claimant surveys

The Regulator undertakes one, short, telephone survey with people who make claims.

The information collected from these surveys assists us in better understanding the experiences claimants have with Approved Insurers during their claims process. The surveys explore the areas of:

  • responsiveness of Approved Insurers with claimants
  • whether information provided to claimants is easy to understand
  • professionalism of Approved Insurer staff.

The Regulator will not request any personal information as part of the surveys or use any personal information in the results. Claimants can choose not to participate.

The results collected from the surveys are used to determine an overall average Claimant Service Rating for each Approved Insurer.

The Claimant Service Rating for each Approved Insurer will be published on this website from 1 May 2019. Ratings will also be published on registration renewal notices from May 2019.

The purpose of providing these Claimant Service Ratings is to give motor vehicle owners more information to help in choosing a CTP Insurer, when choice becomes a feature of the CTP Insurance Scheme from 1 July 2019.