Listening to claimants: insights from the 2025 MAIC claimant survey 

In April/May 2025, the Motor Accident Insurance Commission (MAIC) surveyed 1,670 eligible claimants¹* to gather valuable insights into their experiences with Queensland’s Compulsory Third Party (CTP) claims process. This annual survey is a key initiative to help us better understand claimants’ experiences and identify opportunities to improve the process for the future.

This year’s survey explored claimants’ satisfaction with the claims process, focusing on factors such as the quality of service provided by lawyers, CTP insurers, and MAIC (where relevant), as well as the ease of accessing and the quality of treatment and rehabilitation services. It also delved into claimants’ general understanding of CTP insurance, where they source information for lodging claims, and their awareness of the CTP claims portal.

Results showed 43% of claimants were satisfied or very satisfied with the claims process. This is consistent with 2024 and an improvement from 2021. For those whose claims were finalised, satisfaction soared to 74%, compared to just 34% for those with ongoing claims.

Claimants are increasingly optimistic about their recovery. 58% felt the claims process helped their recovery, up from 55% in 2024. Even better, 28% anticipated a complete or near-complete recovery, compared to just 19% the previous year.

The report highlighted a few key factors:

• service quality from personal injury lawyers and insurers stood out as a major positive

• access to treatment and rehabilitation was viewed positively

• the speed and ease of the claims process were flagged as areas needing improvement.

The results indicated that quick claims processing and easy access to high-quality treatment and rehabilitation remain top priorities for claimants. Pleasingly, these areas showed improvement compared to the previous year. However, there is still room for improvement with respondents who expressed difficulties and delays in the process sharing their frustration related to prolonged or slow responses in claim processing, challenges in accessing treatment and specialists, poor communication from insurers including unresponsiveness and lack of updates, financial strain, legal and procedural issues such as excessive paperwork and a lack of direct contact with claims officers.

Thanks to the survey respondents, we can use the information gathered to streamline the claims process, enhance digital tools, and strengthen claimant education to deliver better outcomes for everyone involved. Gathering this feedback is crucial to ensuring the claims process remains responsive, efficient, and focused on the needs of claimants.

Want to know more? View the 2025 claimant research summary.