SIRA has found that in nine customer cases, NRMA Insurance delayed its response to requests for treatment and surgery, reimbursement of care costs, payment of invoices to treatment providers, and response to provider recommendations. These delays violated section 1.3(2), section 10.7 of the Motor Accident Injuries Act 2017, and the insurer's CTP license conditions.
What Does This Mean for Consumers?
If you're one of the many NRMA Insurance CTP policyholders, this ruling may have an impact on your ability to access timely and appropriate medical care if you're involved in a motor accident.
Delayed responses from insurers mean that you may face significant out-of-pocket costs for medical treatment, rehabilitation, and care. If you're unable to work as a result of your injuries, these costs can quickly add up, putting you and your family under considerable financial strain.
What Can You Do?
As a consumer, it's essential to understand your rights and responsibilities under your CTP insurance policy. If you're involved in a motor accident, it's important to notify your insurer as soon as possible and provide them with all relevant details of the accident and your injuries.
If you're experiencing delays in accessing medical treatment or care, it's essential to follow up promptly with your insurer and seek legal advice if necessary. You may be eligible for compensation for lost income, medical expenses, and other costs incurred as a result of the insurer's delayed response.
What's Next for NRMA Insurance?
NRMA Insurance has acknowledged SIRA's findings and has implemented remediation efforts to address the delays in responding to customer requests for treatment, rehabilitation, and attendant care. However, the fact that NRMA Insurance has been censured twice in the past year by SIRA (the first time for incorrectly calculating weekly benefits for over 2000 customers) suggests that the insurer needs to do more to ensure that its customers are receiving timely and appropriate care.
As a consumer of NRMA Insurance's CTP scheme, it's essential to monitor any delays in responses to your requests for medical treatment or care. If you're experiencing delays, it's important to raise your concerns with NRMA Insurance and seek legal advice if necessary.
