SIRA censures NRMA Insurance for delayed CTP responses
SIRA censures NRMA Insurance for delayed CTP responses
12 April 2023
The NSW State Insurance Regulatory Authority (SIRA) has censured IAG for delayed responses to requests for treatment, rehabilitation and attendant care under its subsidiary NRMA Insurance’s compulsory third party (CTP) scheme.
The regulator says that across nine customer cases, it found delays in the insurer’s response to requests for treatment and surgery, reimbursement of care costs, payment of invoices to treatment providers, and its response to provider recommendations.
SIRA says the delays in each of the cases violated section 1.3(2), section 10.7 of the Motor Accident Injuries Act 2017 and its CTP insurer licence conditions.
NRMA Insurance was given a show cause notice last November from the regulator, which asked for a response to the investigation. The insurer has accepted SIRA’s findings.
SIRA says it has validated NRMA’s remediation efforts through its Treatment and Care Insurer Claims and Conduct Assurance Program and determined a letter of censure as an appropriate enforcement action.
NRMA Insurance was handed a letter of censure from SIRA earlier this year after it was found to have incorrectly calculated weekly benefits for more than 2000 customers.
