What Happens When Your CTP Insurer Changes Your Assessor?
A change of assessor by your Compulsory Third Party (CTP) insurer is a standard part of the claims process in New South Wales. The assessor, often a case manager or claims officer, handles your claim, coordinates treatment and care, and assesses your entitlements to benefits. Insurers may change assessors due to internal restructures, workload shifts, or if a claim progresses to a different phase. This does not affect your legal rights under the Motor Accident Injuries Act 2017 (MAIA). Your entitlement to treatment and care benefits, weekly income payments, and any future damages claim remains unchanged.
How a Change of Assessor Affects Your Return to Daily Activities
Returning to daily activities is a key milestone in a motor accident claim. It may signal recovery, a return to work, or a re-engagement with family and social life. A change of assessor does not alter your obligation to return to daily activities, nor does it impact the insurer’s duty to support your recovery. However, a change may temporarily disrupt communication or cause delays in processing claims for treatment, care, or income support. This is because the new assessor must review your file, confirm your medical progress, and verify your current functional capacity before continuing to manage your claim.
What Steps Should You Take When Your Assessor Changes?
If your CTP insurer changes your assessor, you should:
- Confirm the change in writing, including the new assessor’s name, contact details, and reference number.
- Provide updated information about your return to daily activities, including any changes in your work, household responsibilities, or social participation.
- Submit any new medical reports, assessments, or documentation that support your current functional status.
- Maintain a record of all correspondence with the insurer, including emails, letters, and call logs.
You are not required to accept a new assessor, but you must engage with them to keep your claim moving. The insurer must ensure the new assessor has access to your full claim file, including medical records, treatment plans, and prior assessments.
Evidence That Supports Your Claim During a Change of Assessor
The following evidence is typically relevant when returning to daily activities and a change of assessor has occurred:
- Medical reports from your treating practitioner detailing your recovery progress.
- A functional capacity assessment, if completed, showing your ability to perform daily tasks.
- Evidence of return to work, including a letter from your employer, payslips, or a return-to-work plan.
- Records of any changes in your daily routine, such as resuming household duties, childcare, or social activities.
- A diary or log of your daily activities, particularly if you are managing ongoing symptoms.
These documents help the new assessor assess your current condition and determine whether you are entitled to ongoing benefits or if your claim should progress to a damages assessment.
Time Limits and Dispute Options
There are no fixed time limits for changing an assessor under the MAIA. However, delays in processing claims due to a change of assessor may affect the timing of benefit payments. If you believe the change has caused an unreasonable delay in receiving treatment, care, or income support, you may request a review from the insurer or contact the State Insurance Regulatory Authority (SIRA) for assistance.
If you disagree with a decision made by the new assessor, such as a denial of treatment, a reduction in weekly payments, or a failure to acknowledge your return to daily activities, you may dispute the decision. You can request a review from the insurer or apply to the NSW Civil and Administrative Tribunal (NCAT) for a formal review under the MAIA.
Hypothetical Example: Returning to Work After a Change of Assessor
Sarah was involved in a motor accident in Sydney in July 2026. She was treated for soft tissue injuries and began returning to her part-time administrative role in August. In October 2026, her CTP insurer notified her that her assessor had been replaced. The new assessor requested updated medical reports and a return-to-work letter from her employer. Sarah provided these documents within five days. The new assessor approved her ongoing treatment and confirmed her weekly income payments would continue. By November 2026, Sarah had resumed full-time work and was no longer receiving weekly payments. The change of assessor did not affect her entitlements, but it did require her to re-engage with the claims process to confirm her recovery status.
When to Seek Independent Advice
A change of assessor is not a reason to stop engaging with your claim. However, if you are unsure about your rights, the impact of the change on your benefits, or how to respond to new requests, it is advisable to seek independent legal advice. This is particularly important if:
- Your claim is progressing to a damages assessment.
- You are experiencing ongoing symptoms that affect your ability to return to daily activities.
- The new assessor has denied a claim for treatment or care.
- You believe the change has caused a delay in receiving benefits you are entitled to.
Every claim depends on its own facts. To request contact about your circumstances, complete the quick, no obligation enquiry form.