In May 2026, the Motor Accident Insurance Commission (MAIC) invited approximately 2200 eligible claimants* to participant in a survey to better understand their experiences with Queensland’s Compulsory Third Party (CTP) claims process. This annual research helps identify what is working well and where improvements are needed to support better outcomes for claimants.
This year’s survey investigated claimants’ satisfaction with the claims process, emphasising aspects such as the service quality offered by lawyers and insurers, along with the accessibility and quality of treatment and rehabilitation services. Additionally, it assessed claimants’ overall understanding of CTP insurance, their sources of information for lodging claims, and their familiarity with the CTP claims portal. Overall, 45% of claimants reported being satisfied or very satisfied with the claims process, maintaining the gradual improvement trend from previous years (43% in 2025 and 38% in 2021). Significantly, satisfaction remains strongest where claims have been finalised (64% satisfied/very satisfied compared to 40% for open claims).
Quality of service and treatment supporting recovery outcomes
The findings reinforce that key parts of the scheme are working well and are highly valued by claimants.
- Quality of service is a standout strength, particularly from personal injury lawyers, with most claimants reporting positive experiences – 79% agree they received high-quality service, with 62% rating it as very important.
- Treatment and rehabilitation outcomes remain a priority for claimants – 64% agree it has been high quality (with 71% rating this as very important) and 49% agree it has been easy to access (with 68% rating this as very important).
- Surveying claimant experiences of assistance from insurers and lawyers was introduced this year and provided strong results – 75% of claimants (those who interacted with insurer) reported their treatment or rehabilitation was fully or partially funded by insurers, while a similar proportion (those who interacted with lawyer) indicated their lawyer provided some or a lot of assistance in accessing treatment and rehabilitation.
Positively, more than half of claimants (58%) feel the claims process is assisting their recovery, consistent with last year’s findings. While recovery experiences ultimately vary, this continued alignment between the claims process and recovery outcomes reinforces the importance of maintaining strong access to treatment and coordinated support throughout the process.
Areas driving ongoing improvement
The 2026 findings highlight clear drivers of claimant experience, providing a strong evidence base for future focus, including that:
- timeliness and simplicity continue to shape overall satisfaction
- access to treatment and rehabilitation remains central to recovery outcomes, and
- clear communication and guidance are critical in supporting claimants through the process
These insights provide a clear roadmap for ongoing improvements, ensuring effort is directed towards the areas that matter most to claimants.
The survey also highlights opportunities to strengthen claimant awareness and engagement with the scheme.
- Many claimants had limited understanding of the CTP scheme prior to their accident (only 5% had high or very high understanding).
- Use of the online CTP portal continues to grow (19% up from 17% in 2025), however, only 49% of those using the portal indicated it was easy to use (compared to 60% in 2025).
- As a new survey inclusion in 2026, the research shows that some claimants are using artificial intelligence (AI) tools to help understand the process and prepare their claims, with 14% using AI for a range of purposes.
Together, these findings point to an opportunity to further enhance digital tools and resources, making it easier for claimants to access information and navigate the process.
Thank you to the survey respondents – your insights will inform improvements to Queensland’s CTP scheme as it continues to evolve in response to claimant needs.
Want to know more? View the survey
*Eligible CTP Claimants, defined as:
- claims notified between 1 January 2025 and 31 December 2025
- all direct claims (open and closed), and all open legally-represented claims
- liability fully, or partially accepted
- severity 1-4 (based on the highest severity injury using Abbreviated Injury Scale (AIS) coding)
- claimant was at least 18 years of age at time of accident
- accidents in Queensland