If Youi is the CTP insurer of the vehicle at fault, your NSW CTP claim generally goes to Youi. 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.
CTP insurers
Making a CTP claim with Youi
An independent guide. We're not affiliated with Youi.
When your claim goes to Youi
Your CTP claim generally goes to the CTP insurer of the vehicle at fault. So your claim usually goes to Youi when:
- Youi is the CTP insurer of the vehicle most at fault, or
- you were at fault, or no other vehicle was involved, and Youi is your own vehicle's CTP insurer.
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.
Ways to lodge with Youi
A claim can be lodged in three ways. Lodging online through Service NSW works whichever insurer handles the claim.
- Way 1
Online through Service NSW
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.
- Way 2
The claim form, by email or post to Youi
The Application for Personal Injury Benefits can go to Youi by email or registered post, with the Certificate of Fitness, receipts and proof of income. Youi's details are below.
The claim form (PDF) (opens in a new tab) · The form, explained
- Way 3
Directly with Youi
A claim can also be started by contacting Youi by phone. Youi's details are below.
Youi CTP claims contacts
Phone
1800 413 743Monday to Friday, 8:30am to 5pmPost
GPO Box 1531, Sydney NSW 2001Claims page
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 Youi.
What to include
It helps to have:
- the Application for Personal Injury Benefits, if the claim isn't lodged online
- a Certificate of Fitness from your doctor
- the police event number
- crash and vehicle details, including number plates
- hospital or ambulance records, and receipts for treatment
- details of any past injuries to the same part of your body
- proof of earnings, such as payslips, if you're claiming lost income
- your bank details, for payments (they go on the claim form only; we never ask for them).
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.
After the claim is lodged
These timeframes come from the scheme rules and apply to every CTP insurer:
- Within about 3 days: the insurer should contact you to confirm it has your claim, give you a claim number and a contact person, and explain how to get treatment.
- Within 4 weeks: it must tell you in writing whether it accepts liability for your claim.
- Within 10 business days of accepting liability: it must start weekly payments, if they apply to you, and send you a written notice explaining how it worked out your pre-accident earnings.
- Treatment requests: it must decide each one as soon as possible and within 10 business days.
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.
If you disagree with a Youi decision
Insurers make decisions under the scheme rules, and you can challenge most of them. Watch the 28-day time limits.
1. Ask for an internal review
Ask Youi 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.
2. The Personal Injury Commission
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
Legal advice for some questions
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.
Complaints about how you're treated
Complain to Youi 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.
Where we fit
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 Youi.
We're not affiliated with Youi. 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.
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Frequently asked questions
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Your claim generally goes to the insurer of the vehicle at fault. How to find it.
Read moreThe claim form explained
The Application for Personal Injury Benefits, section by section, and what to attach.
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Read moreHelp services: who to call
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Next step
Get help lodging your claim with Youi
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 Youi.