MAIC engages with insurers and lawyers to improve CTP claimant experience

Claims management protocols, joint medical examinations and provider education were three of the ideas shared by representatives from licensed CTP insurers and personal injury lawyers at a recent CTP claims forum designed to improve claimant experience.

Ten representatives from across four licensed CTP insurers and six personal injury legal firms came together with MAIC representatives to explore the following four questions:

  • What can we do to make the claim process quicker?
  • What can we do to make the claim process easier?
  • What can we do to improve claimant access to treatment and rehabilitation?
  • What are the current barriers to claimants receiving high quality services from the CTP insurer?

MAIC General Manager David Vincent introduced the event by stating the claims forum was “an opportunity to bring in our scheme partners to identify ways we can achieve better outcomes for people injured in motor vehicle accidents resulting in a CTP claim.”

“Our scheme partners, the insurers and personal injury lawyers, are working on a daily basis with CTP claimants and each other, so they are well suited to provide ideas for improvement,” he said.

To assist stakeholders to respond to the questions, Director of Analytics, Dr Youyou Luo, presented on CTP scheme trends as well as the outcome of the 2021 Claimant Survey.

In addition to claims management protocols, joint medical examinations and provider education, representatives also yielded ideas about early access to damages schedules, document management, compliance, relationship management and claims officer capability building.

Insurance Commissioner Neil Singleton, who participated in the event, said it was pleasing to see everyone leaning in and sharing ideas on how we can achieve better outcomes for the scheme’s customers.

“I’m looking forward to future events where we can continue this important conversation,” he said.

For more information, contact

Last modified 8 December 2022


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