Help with a CTP claim: who to call

An online "Connect with the Insurer" tool, if you don't know which insurer to claim with.

Enter the number plate to see a vehicle's CTP insurer and policy expiry date. NSW-registered vehicles only.

Lodge online with a MyServiceNSW account, with the "Motor accident injury claims (CTP insurance)" service added.

• You can lodge even if you don't have every document yet. The insurer will ask for what's missing.
• Prefer paper? Use the claim form (PDF) (opens in a new tab) and send it to the insurer by email or registered post.

Send the claim form to the insurer, or contact it directly to lodge.

Confidential phone advice from a panel of experienced motor accident lawyers, about statutory benefits for crashes from 1 December 2017.

• How it works: there's no separate number. You check you're eligible through SIRA's CTP Assist line, 1300 656 919. A panel lawyer usually calls within a few days, gives advice by phone and then confirms it in writing.
• It can advise before or after an insurer internal review, and before you apply to the Personal Injury Commission. It can advise on questions about funeral expenses.
• It can't advise on damages claims, claims under the older schemes, your internal review application itself, or a matter already in dispute at the Personal Injury Commission.
• Panel lawyers can't lodge documents for you or represent you at the Commission or in court. If you already have a lawyer, the service suggests staying with them.

Complain to the insurer first. It must acknowledge your complaint within 5 business days and resolve it within 20 business days.

If you're still unhappy after complaining to the insurer. IRO handles complaints about how CTP insurers treat you. It doesn't pay for a lawyer in a CTP claim.

Ask the insurer to review most decisions, generally within 28 days of receiving the decision. It usually has 14 days to decide (21 days for some medical and fault-related matters, or longer if you give it new information), but never more than 28 days in total.

The independent tribunal for CTP disputes, such as merit review and medical disputes. You generally need an internal review first, but not for a dispute about your degree of permanent impairment. Apply for merit review generally within 28 days of receiving the internal review decision.

Report the accident and get your police event number, which your claim needs. Report within 28 days unless police attended. In an emergency, call 000.

If you're deaf, or have a hearing or speech impairment, you can call the services on this page through the National Relay Service.

Information about CTP claims from the NSW regulator of the CTP scheme and its insurers.

Helps you find a solicitor, for example if the CTP Legal Advisory Service can't help with your question.

For long-term needs. If you still need treatment and care five years after the crash, paying for it generally moves from your insurer to CTP Care, run by the Lifetime Care and Support Authority. Your insurer should tell you before the move.