Exploring a digital claims process

Conference

We’re committed to working with Queenslanders and industry stakeholders to continue improving our CTP insurance scheme.

Digital technologies offer us myriad opportunities for improvement and we’ve set out to explore how these might enable a better CTP claims experience for injured people. In this journey, the injured person is at the heart of what we are doing.

This week, we facilitated a strategic conversation with CTP insurers, legal practitioners, the Nominal Defendant, and MAIC to explore the possibility of digitising our claims process. It represented a tremendous first step in this journey.

Insurance Commissioner Neil Singleton noted that digital processes are becoming more prevalent and receiving greater support from a wide range of stakeholders and the community. While we explore a digital pathway, it is also important to note that existing claim pathways will remain in place. Existing rules, regulations and legislative requirements would apply regardless of which pathway a claim progresses along.

After hearing recent claimant feedback, and considering six of the major digitisation trends, the session facilitated lively discussions covering:

  • issues identified with the current process
  • opportunities for improvement and personalisation
  • potential risks and issues resulting from digitisation of the process.

To ensure that all industry stakeholders from across Queensland get to have their say, the presentation material is being made publicly available, along with the opportunity to provide feedback.

This is an exciting first step towards co-creating innovative solutions that improve the CTP claims process for injured people. To get involved, view the slides or contact us at innovate@maic.qld.gov.au.

Last modified 22 November 2019