CTP insurers
An independent guide. We're not affiliated with NRMA Insurance.
If NRMA Insurance is the CTP insurer of the vehicle at fault, your NSW CTP claim generally goes to NRMA Insurance. Here are the ways to lodge it, what to include and what happens next.
The scheme rules and benefits are the same whichever insurer handles your claim.
Your CTP claim generally goes to the CTP insurer of the vehicle at fault. So your claim usually goes to NRMA Insurance when:
Check it from the number plate: the Service NSW registration check (opens in a new tab) shows a NSW-registered vehicle's CTP insurer. Still not sure? Use SIRA's CTP Connect tool (opens in a new tab), or ask us.
If the vehicle drove off or had no CTP insurance, the claim goes to the Nominal Defendant instead. See hit-and-run or uninsured vehicles.
If a claim goes to the wrong insurer, it's transferred to the right one, and you don't have to give notice again. More on finding the right CTP insurer.
A claim can be lodged in three ways. Lodging online through Service NSW works whichever insurer handles the claim.
A claim can be lodged online with a MyServiceNSW account, whichever insurer handles it. The account needs the “Motor accident injury claims (CTP insurance)” service added first.
The Application for Personal Injury Benefits can go to NRMA Insurance by email or registered post, with the Certificate of Fitness, receipts and proof of income. NRMA Insurance's details are below.
The claim form (PDF) (opens in a new tab) · The form, explained
A claim can also be started by contacting NRMA Insurance by phone. NRMA Insurance's details are below.
Phone
Post
Checked . Insurers change their details; if something doesn't work, use the insurer's claims page.
Start your claim with us and we'll go through the claim form with you and help get your claim to NRMA Insurance.
It helps to have:
A claim can be lodged without every document. The insurer will ask for what's missing, and information can be added later. Keep a copy of what's sent and the date it went.
These timeframes come from the scheme rules and apply to every CTP insurer:
While you're recovering, keep your Certificate of Fitness current. The insurer can suspend weekly payments if you don't give it a current certificate.
Insurers make decisions under the scheme rules, and you can challenge most of them. Watch the 28-day time limits.
Ask NRMA Insurance to review the decision, generally within 28 days of receiving it. Someone who wasn't involved in the original decision reviews it. The insurer 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.
Still unhappy? You can apply to the Personal Injury Commission, an independent tribunal. For merit review, apply generally within 28 days of receiving the internal review decision. You don't need an internal review first for a dispute about your degree of permanent impairment. About the Commission
The CTP Legal Advisory Service can advise on some statutory benefits questions, before or after an internal review. It can't advise on your internal review application itself. You check you're eligible through SIRA's CTP Assist line, 1300 656 919. No legal costs are payable for legal help with an insurer internal review.
Complain to NRMA Insurance first. Under the scheme rules, the insurer must acknowledge your complaint within 5 business days and resolve it within 20 business days. Still unhappy? Contact the Independent Review Office on 13 94 76.
More on insurer decisions and reviews, or check your next steps after a decision.
We're an independent service. We can help you work out your insurer and your dates, go through the claim form with you and help get your claim to NRMA Insurance.
We're not affiliated with NRMA Insurance. We use its name only to identify it, and we don't show its logo.
General information, not legal advice. Time limits apply. Get advice about your own situation.
Last checked:
The six licensed NSW CTP insurers and how to lodge a claim with each.
Read moreYour claim generally goes to the insurer of the vehicle at fault. How to find it.
Read moreThe Application for Personal Injury Benefits, section by section, and what to attach.
Read moreThe insurer said no or cut your benefits? Reading the letter and asking for a review.
Read moreWho to call for legal advice on some questions, complaints, disputes and support.
Read moreTell us about your accident in about 4 minutes and we'll call you back.
Read more
Next step
We're an independent service. We'll go through the claim form with you, help you gather what the insurer needs, keep track of your dates and help get your claim to NRMA Insurance.