IRO has recently published a report following the completion of a survey of Injured Persons.
Between June and October 2023 our office undertook a survey of injured persons regarding their complaint handling experience with insurers before contacting IRO's Solutions team.
Of the 100 respondents 80 were from the workers compensation scheme and 20 from the CTP scheme.
The objectives of the survey were to:
• Understand the complaints handling journey injured persons experience with insurers before external complaints are made to IRO.
• Identify any themes or systemic issues in the internal complaints handling processes adopted by insurers and opportunities for increasing internal resolution of complaints by insurers.
Overall, the survey results indicate that injured persons are attempting to resolve complaints by themselves, with the insurer, before they contact IRO. This includes both multiple attempts to resolve the issue and internal escalations with the insurer without success.
Almost a third of total survey respondents identified that the complaint impacted them psychologically, with over a third indicating that they were impacted in multiple ways including physically, financially and/or psychologically.
The full report, including a breakdown of survey results across Workers Compensation and CTP can be found here.