Injured SA motorists to have their say on customer service provided by CTP insurers

Injured South Australian motorists who have made recent claims through the SA compulsory third party (CTP) scheme will be surveyed by the independent regulator about the performance of their private insurer ahead of the introduction of full competition next year.

The voluntary survey - which will run until the end of the year - will seek injured claimants’ views on the overall customer service provided by their insurer, including level of responsiveness, professionalism, quality of communication and how likely they would be to recommend them in the future.

Currently four private insurers are licensed to provide CTP insurance in South Australia – QBE, AAMI, SGIC and Allianz.

From July 1, next year the existing market-based scheme in which motorists are allocated an insurer will move to a full competition model, enabling claimants to choose their CTP insurer – who will be able to compete on price within parameters set by the SA CTP Insurance Regulator.

“As we move towards full competition next year, the regulator wants to hear from motorists who have experienced the service provided by approved CTP insurers to help guide and inform future claimants when they’re able to choose their own provider,’’ said Treasurer Rob Lucas.

“Motorists will have the opportunity to have their say within three months of their claim being lodged.

“Participation in the survey is voluntary, but we do hope to hear from as many people as possible so that when full competition comes in on July 1 next year, motorists can make an informed choice on the basis of both price and service.”

CTP premiums are currently set on the basis of annual increases of around 3% on average for three consecutive years.

The regulator will use the results of the survey to consider options for providing information to motorists about service quality when full competition starts next year.


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