This guide provides general education and does not diagnose a condition or replace individual medical or physiotherapy assessment.
Ask for a clear written answer
Identify the treatment, payment or claim decision you are concerned about and ask the insurer for its reasons in writing. Keep your claim number, correspondence, medical certificates, treatment requests and a timeline of calls or delays together.
IRO handles CTP insurer complaints
The Independent Review Office can assist injured people with complaints about the conduct of NSW CTP insurers. Use IRO's online complaint form or call 13 94 76 if you cannot use the form.
Legal help is a separate pathway
ILARS funding is for eligible workers compensation disputes and is not available for CTP insurer disputes. If legal advice is needed for a motor accident claim, IRO directs people to the Law Society of NSW lawyer-finding service.
Scheme help from CTP Assist
CTP Assist can explain the NSW motor accident claims process and help identify the insurer. It can be contacted on 1300 656 919. It does not replace legal advice about an individual dispute.
The clinic's role
The clinic can explain its clinical findings, treatment request and progress information. It cannot decide the claim, calculate legal entitlement or act as a legal representative.
Official links
Read the source for this topic.
Each link below opens the specific government or scheme page used for this guide.
Raby & Gledswood Hills