Expand the boxes below for detailed information about what to expect when you have lodged a CTP claim.
Stage 1: Lodging your claim form with the CTP Insurer of the at-fault vehicle
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.
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.
Stage 2: Determining liability and your eligibility to make a claim
The CTP Insurer must determine liability (who is at fault in the motor vehicle accident and to what degree) and whether you are eligible to make a CTP claim for medical treatment, rehabilitation expenses and/or compensation.
The CTP Insurer will:
- collect information and identify any factors that contributed to the accident and/or your injuries
- contact you (or your legal representative) and other people who were involved in or witnessed the accident, and
- request a copy of the Vehicle Collision Report from police.
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 police and witnesses)
- made in a timely manner, and
- in accordance with relevant laws, legislation (including the Motor Vehicles Act 1959 and the Civil Liability Act 1936).
Liability determinations must be in writing, setting out the reasons for the decision and confirming:
- if liability has been accepted, partially accepted or denied
- if any reductions apply to your claim (see more information about how statutory reductions and contributory negligence may apply to your settlement).
If you don’t agree with the CTP Insurer’s determination on liability, you should contact the insurer and discuss this as soon as possible with the consultant handling your claim. If you are not satisfied with their response, you should ask to have your complaint referred to a senior manager of the insurer. If you still disagree with their decision, the next step is to go through their internal dispute resolution process.
Find out more on seeking legal advice about your CTP claim.
Stage 3: Supporting your recovery with treatment, care and support
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.
Stage 4: Settling your claim and assessing your eligibility for compensation
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.