Resolving personal injury complaints and reviewing decisions

We're committed to helping you receive the best possible care and support during the life of your claim. However, from time to time, issues can arise.

To make sure we act promptly to address your concerns, we have customer complaint, dispute and review processes in place.

For general information about the NSW CTP scheme, you can contact your claims consultant, or CTP Assist on 1300 656 919. CTP Assist is run by the State Insurance Regulatory Authority (SIRA), the NSW motor accident CTP regulator.

Complaints

If you’re unhappy about how we’ve dealt with you or your claim, and would like to make a complaint, you can follow the process below.

Talk to your claims consultant or email us about your concerns. Your consultant may be able to resolve the complaint for you. If not, they'll refer you to a manager or you can request to speak to a manager. The consultant or manager will attempt to respond to your complaint as soon as possible.

If the manager can’t resolve your complaint or your matter is sensitive, you may request the matter be referred to our Dispute Resolution team. They'll conduct an investigation into your matter and aim to contact you with a decision within 15 business days of receiving your complaint.

Contact the Dispute Resolution team directly by:

If you’re still dissatisfied or your complaint is unresolved, you can contact the Independent Review Office (IRO), an independent NSW government agency.

Contact IRO by:

Internal review

If you’re unhappy about or disagree with a decision made on your claim and your claim relates to a motor accident that took place on or after 1 December 2017, you may request a review of the decision.

Remember, time limits apply for requesting a review. You have 28 days from the date you received your insurer’s decision to lodge your request.

Request an internal review

External review

If you don’t agree with the outcome of an internal review, you may apply to have an external review of the decision by the Personal Injury Commission (PIC). PIC resolves disputes on claims including liability for the claim, benefits for treatment, rehabilitation or care, and lost income.

Applications for a review by PIC must be made within 28 days of receiving the internal review decision.

Contact PIC by: